How to Apply
Interested candidates can share their updated resume at:
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[email protected]
Subject Line:
*Application for Workforce Management (WFM) Lead - Noida*
Hiring:
Workforce Management (WFM) Manager | Noida
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Location:
Noida
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Employment Type:
Full time, Regular
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Experience Required:
10+ Years (12 Years Preferred)
About the Role
We are looking for an experienced
Workforce Management (WFM) Lead
to drive end-to-end workforce planning, forecasting, scheduling, and real-time operational optimization within a contact center environment. The role is responsible for ensuring optimal staffing levels, meeting service level commitments, enhancing customer experience, and driving operational efficiency through data-driven decision-making.
Key Responsibilities
Workforce Planning & Capacity Management
- Lead short-term and long-term workforce planning initiatives.
- Develop staffing models considering shrinkage, attrition, and multi-skilled workforce requirements.
- Partner with Operations, HR, and Finance teams on hiring and ramp-up plans.
Forecasting & Demand Planning
- Forecast contact volumes using historical trends and business drivers.
- Improve forecast accuracy through statistical modeling and analytics.
- Account for seasonality, campaigns, and business events.
Scheduling & Workforce Optimization
- Create and manage optimized schedules aligned with forecasted demand.
- Ensure compliance with labor policies and business requirements.
- Optimize shifts, breaks, and skill-based routing strategies.
Real-Time Workforce Management
- Monitor operational performance against SLAs.
- Execute intraday management actions, including overtime planning, schedule adjustments, and resource reallocation.
- Partner with Operations teams to address performance deviations proactively.
Performance Reporting & Analytics
- Track key WFM metrics such as Service Level, Occupancy, Shrinkage, Forecast Accuracy, and AHT.
- Deliver executive dashboards and actionable bus
📌 Manager Workforce Management (Noida)
🏢 HCLTech
📍 Noida