Supervisor WFM//Team Leader WFM

International BPO seeks a skilled WFM Team Leader to lead our capacity planning, scheduling, and rostering efforts.
About the Role

The successful candidate will have 4+ years of experience in Capacity Planning, Scheduling, and Rostering.
Key Responsibilities:
• Understanding and implementing Capacity Plan strategies.
• Skill-based scheduling for in-house agents with expertise matching skills and proficiencies.
• Comparing over/under staffing with total staffing hours to measure effectiveness and quality of scheduling.
• Reviewing projected performance on a near-term basis (weekly/fortnightly) for multiple sites.
• Building, reviewing, and planning requirements based on forecasting information for production headcount by day and interval for the supported time frame (requirements based on KPIs such as in-and-out-of-office shrinkage).
• Reviewing projected scheduled performance and addressing over/under analysis through schedule changes, reskilling, and realignment of agents across sites.
• Analyzing DOW and Intraday Patterns and supporting VTO/OT/PTO requests.
• AHT profiling and assumption management.
Required Skills and Knowledge:
• Advanced Excel skills with knowledge of VBA as an added advantage.
• Graduate with contact center experience and good communication skills.
• Prior people management experience.
• Proficiency in multi-tasking and engaging multiple stakeholders at a time in a multiskilling environment.
• Strong process and mathematical orientation with analytical bent of mind.
• Knowledge of Contact Centre methodologies and operational principles.
• Effective communication skills.
• Advanced knowledge of MS products, particularly Excel, PowerPoint.
• Proficiency with computers.
• Willingness to work in a 24*7 shift environment with a drive for self-learning and knowledge enhancement.
• Ability to simplify complex operations into repeatable processes.
• Comfortable working in a fast-paced environment.
• Ability to make decisions in time-sensitive ambiguous situations.

This is a supervisory and client-facing position requiring effective communication. Proficiency in Avaya CMS is required, and Verint is preferred.

Mandatory team handling experience and understanding of Billing Invoicing are also necessary. Additionally, advanced Excel knowledge to deal with data and develop reports, as well as knowledge of VBA and PowerBL, would be advantageous. Read more