Workforce Management Analyst - Team Lead

Overview

The role involves overseeing the daily operations of our workforce, ensuring that all tasks are completed efficiently and effectively. The ideal candidate will be expected to lead a team of workforce and real-time analysts.

Responsibilities

• Generates month‑wise, day‑wise and interval‑wise forecasts incorporating historical trends and other factors such as special events, seasonality, churn or growth, and weather
• Runs short‑term forecasts and re‑forecast/adjusts future volume projections as needed to ensure optimum staffing at all times
• Creates, maintains and updates the capacity plan and ensures that staffing requirements, seat requirements and logistics are being delivered while balancing cost and performance
• Generates/reviews schedules to meet business requirements enabling superior customer service
• Provides leadership and supervision to a highly engaged and self‑sufficient team of WFMs, ensuring that al...