Wfm Lead

Job description

WFM Lead - Lead WFM team covering **forecasting, capacity planning, scheduling, and real-time management**. - Manage **staffing plans, schedules, shrinkage, occupancy, and service levels**. - Guide RTAs and WFM analysts to optimize **intraday performance and staffing**. - Partner with **Operations, HR, Finance, and Training** on workforce strategies. - Own WFM **reports, analytics, KPIs, and process improvement/automation**. - Drive **FTE optimization, cost efficiency, SLA achievement, and customer experience**. **Key Skills:** WFM tools (NICE/Verint/Genesys/Aspect), Advanced Excel, forecasting, scheduling, capacity planning, SLA/AHT/occupancy/shrinkage, analytics, and team leadership. **Experience:** 4–8 years in WFM, including **1–2 years in a leadership role**, preferably in BPO/contact center/shared services.