Wfm Lead

iOPEX; Chennai District; On-site; INR 600,000 - 900,000; Full time

Job summary

iOPEX is seeking an experienced Workforce Management professional to oversee intraday analysis in a Chennai-based contact centre. The role requires 100% in-office presence and night shifts to coordinate with US-based clients.

You will plan schedules for voice and non-voice operations, monitor adherence, and generate MIS reports. The candidate should lead junior team members and ensure efficient staffing in a fast-paced environment.

Qualifications

• 3+ years of WFM in a contact centre environment or 1 year in a supervisory WFM role.
• Client-facing role with frequent interaction with US-based clients on WFM performance.
• Role requires 100% in-office presence and night shifts in India.
• Coordinate with stakeholders to plan and deliver schedules for voice and non-voice processes.
• Manage changes to scheduling to ensure adequate daily resource coverage.
• Maintain a business outage/downtime tracker; monitor attendance and adherence.
• Aim for optimum utilization of resources and improved staffing.

Responsibilities

• Plan and deliver effective schedules for voice and non-voice processes.
• Coordinate intraday changes to ensure coverage.
• Monitor attendance and schedule adherence.
• Create reports showing hourly, daily and monthly agent performance.
• Lead junior team members when needed; work under time pressures.

Skills

WFM experience

Intraday analysis

Team leadership

Stakeholder coordination

Tools

MS Excel

Macros

Dashboards

Job description

Role & responsibilities

• Should have over 3 years of WFM experience in a contact centre environment as an intraday analyst or at least 1 year of experience in a supervisory position in a WFM team.
• This is a client-facing role which requires the candidate to frequently interact with US-based clients and present WFM-related site-level performance.
• The position requires 100% in-office presence, and the work hours would be during India's night shifts.
• Effectively coordinating with all stakeholders in order to plan & deliver effective schedules for voice and non-voice business.
• Manages changes to scheduling to ensure adequate daily resource coverage.
• Maintain a business outage/downtime tracker. Monitor attendance and schedule adherence.
• Responsible for optimum utilization of Resources & improving staffing

Preferred candidate profile

• Should be comfortable with 24*7 shifts.
• Efficiency on a real-time basis.
• Good working experience with MS Excel and macros.
• Responsible for data collection, sorting & generating MIS.
• Creating reports which give a clear picture of hourly, daily and monthly agent-wise performance.
• Ensuring turnaround time & accuracy/quality. Should have knowledge of dashboards and automation.
• Cater to real-time ad-hoc requests as and when required.
• Ability to work independently with minimum supervision and lead junior team members in a team environment, occasionally under time pressure and on several tasks at the same time.
• Ability to work in a dynamic, fast-paced environment.
• Real-time Queue Monitoring and Management Intraday Analyst in Contact Center environment Creating reports which give a clear picture of hourly, daily and monthly performance.