We are hiring an experienced WFM Lead to manage workforce planning and ensure operational excellence for a chat support environment.
Key Responsibilities
- Capacity Planning – Forecast staffing requirements based on chat volume, business demand, historical trends, and service level targets.
- Resource Planning – Develop short-term and long-term staffing plans to ensure optimal coverage across shifts and programs.
- Manage Real-Time Management (RTM) Team – Monitor intraday performance, manage queue health, and make real-time staffing adjustments to achieve operational KPIs.
- Forecasting & Performance Analysis – Analyze historical trends, productivity, shrinkage, occupancy, and business metrics to improve forecast accuracy and workforce efficiency.
Mandatory Requirements Candidates must have hands-on experience in all four of the following areas:
- Capacity Planning
- Resource Planning
- Managing the RTM Team
- Forecasting & Performance Analysis
Profiles missing any one of these mandatory competencies will not be considered.