WFM - Team Leader / Assistant Manager – Chennai
ChennaiFull Time
FORECASTING
REAL TIME ANALYSIS
SCHEDULING
WORKFORCE MANAGEMENT
Job description
Job Title – WFM - Team Leader
/ Assistant Manager – Chennai
Job Role &
Responsibilities :
5-9 Years experience in Develop and manage short- and long-term forecasts
based on historical data and business trends.
Create and maintain agent schedules to meet SLA and productivity targets.
Monitor real-time performance and adjust staffing as needed.
Collaborate with Operations, QA, and Training teams to align workforce strategies.
Analyse shrinkage, occupancy, and adherence metrics to optimize efficiency.
Generate WFM reports and dashboards for leadership review.
Lead a team of WFM analysts and planners.
Monitor real-time performance and adjust staffing as needed.
Collaborate with Operations, QA, and Training teams to align workforce strategies.
Analyse shrinkage, occupancy, and adherence metrics to optimize efficiency.
Generate WFM reports and dashboards for leadership review.
Lead a team of WFM analysts and planners.
Strong analytical and Excel/Google Sheets skills.
Proficiency in WFM tools (e.g., NICE IEX, Verint, Genesys).
Experience in multi-channel support environments.
Excellent communication and stakeholder management.
Knowledge of Google Workspace tools.
Familiarity with AI-driven forecasting or scheduling tools.
Should be flexible with working in shifts including night shifts
Proficiency in WFM tools (e.g., NICE IEX, Verint, Genesys).
Experience in multi-channel support environments.
Excellent communication and stakeholder management.
Knowledge of Google Workspace tools.
Familiarity with AI-driven forecasting or scheduling tools.
Should be flexible with working in shifts including night shifts
Skills Required
WFM - Team Leader / Assistant Manager – Chennai
ITES/BPO/KPO
B Com
Full Time, Permanent
Key Skills
- FORECASTING
- REAL TIME ANALYSIS
- SCHEDULING
- WORKFORCE MANAGEMENT
Other Information
GO/JC/994/2025
Marilakshmi S
