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.