Job Summary

WFM Team Leader jobs in Kolkata | Workforce Management Hiring Team Leader Workforce Management Planning (WFO, Kolkata)

If you are exploring WFM Team Leader jobs in Kolkata and have experience in forecasting and capacity planning within contact center operations, this chance is built for you. Fusion CX is hiring a Workforce Management Planning Team Leader to develop staffing strategies, improve schedule efficiency, and ensure service-level adherence across operations. This role is ideal for professionals seeking Kolkata jobs in workforce planning and analytics-driven operational leadership.

About the Role

As a WFM Team Leader, you will be responsible for forecasting volume trends, developing staffing plans, and maintaining optimized schedules to support operational performance. The position requires strong analytical capability, collaboration across departments, and expertise in workforce planning tools.
Key Responsibilities
Forecasting Capacity Planning
- Develop short-term and long-term forecasts using historical data, trends, and business intelligence inputs.




- Analyze workload patterns to determine staffing requirements and resource utilization.
Scheduling
- Create and maintain agent schedules aligned with forecasted demand and service level targets.
- Manage shrinkage assumptions and shift allocation processes.
- Support shift bidding and preference-based scheduling where applicable.
Staffing Analysis
- Evaluate capacity requirements against forecast projections.
- Recommend hiring plans or optimization strategies based on analysis.
- Identify staffing gaps and coordinate with Talent Acquisition and Training teams.
Collaboration Reporting
- Partner with Operations, Quality, and Training teams to align workforce strategies with business needs.
- Present weekly and monthly reports on forecast accuracy, staffing efficiency, and variance analysis.
Process Improvement
- Drive improvements in forecasting accuracy and scheduling efficiency.
- Ident

📌 WFM Team Leader (Kolkata)
🏢 Fusion CX
📍 Kolkata