Workforce Management Team Lead

Job Description - Workforce Management Team Lead About Job The Work Force Management (WFM) involves effective operational planning & execution including Forecasting, Capacity Planning, Scheduling & Real-Time monitoring. Creating and managing staff schedules to accomplish a particular task on a daily/hourly basis. The WFM function helps in decision making regarding revenue roadmap, focus on critical metrics and efficiency improvement for accounts/organization. Responsibilities: ● Provide analytical support and recommendations for staffing resources to meet objectives such as service levels, occupancy and shift coverage. ● Assist WFM Manager with forecasting process by monitoring and analyzing volume trend and drivers ● Intraday real time monitoring of performance service levels and backlog for all queues, resources, teams, and sites in a 24/5 operation environment ● Analyze historical data to utilize for future forecasting and scheduling. ● Analyze historical data patterns for future mo...