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Senior Team Lead, Workforce Management at Percepta South Africa
Ahmedabad, gujarat, India -
Full Time

Start Date

Immediate

Expiry Date

24 Jun, 26

Salary

0.0

Posted On

26 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Workforce Management Tools, Forecasting, Capacity Planning, Scheduling, Real-Time Management, Advanced Excel, Analytical Skills, Problem-Solving Skills, Stakeholder Management, Team Handling, Reporting, Data Analysis, Communication Skills, Roster Planning, Shift Optimization, Process Improvement

Industry

Outsourcing/Offshoring

Description
Job Summary The Senior Team Lead – WFM is responsible for managing workforce planning, scheduling, real-time management, and reporting to ensure optimal staffing levels and service level achievement. This role will lead a team of WFM analysts and work closely with Operations, HR, and Training teams to ensure efficient workforce utilization and operational efficiency. Key Responsibilities Manage end-to-end Workforce Management functions including Forecasting, Capacity Planning, Scheduling, and Real-Time Management Lead and manage a team of WFM analysts / RTA / schedulers Ensure service levels, shrinkage, occupancy, and productivity targets are met Analyze historical data and trends to improve forecasting accuracy Prepare weekly and monthly capacity plans Monitor real-time queues and take intraday actions Publish WFM reports and dashboards to stakeholders Work closely with Operations for staffing requirements and planning Manage roster planning, leave planning, and shift optimization Identify process improvements and automation opportunities Handle stakeholder communication and WFM reviews Key Metrics / KPIs Service Level Forecast Accuracy Schedule Adherence Shrinkage Occupancy Attrition Impact on Staffing Intraday Performance Required Skills Workforce Management tools (e.g., IEX, NICE, Verint, Aspect) Advanced Excel (Pivot, VLOOKUP, dashboards) Strong analytical and problem-solving skills Stakeholder management Team handling experience Reporting and data analysis Good communication skills Experience 5–8 years of experience in Workforce Management Minimum 2–3 years in team handling / leadership role Experience in BPO / Contact Center environment preferred
Responsibilities
The Senior Team Lead manages end-to-end Workforce Management functions including forecasting, scheduling, and real-time management to ensure optimal staffing and service levels are met. This role involves leading a team of WFM analysts and collaborating with Operations, HR, and Training for efficient workforce utilization.