Wfm Team Lead

Startek (Aegis Customer Support Services Pvt. Ltd.); Kolkata District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Startek (Aegis Customer Support Services Pvt. Ltd.) in Kolkata seeks an experienced Workforce Management lead to manage day-to-day WFM operations, scheduling, rostering, and real-time analysis.

You will forecast demand, oversee capacity planning, and coordinate with stakeholders across departments to drive efficiency in a high-volume call center using Avaya, Genesys, and RTA tools.

Compliance with policies and continuous process improvement are key expectations for this role.

Qualifications

• 3-8 years of experience in WFM/CTM/ICM/CMS/CCX/CRCM/AHT/ASA/BPO industry.
• Strong understanding of Call Center Technology (Avaya/Genesys) and Contact Center Operations.
• Proficiency in Real Time Analysis (RTA) software such as Aspect Dialer Management.

Responsibilities

• Oversee day-to-day Workforce Management operations including scheduling and rostering.
• Lead capacity planning, forecasting, demand management, and resource allocation.
• Collaborate with multiple departments to ensure clear communication and process improvements.
• Analyze data from IEX, RTA, Avaya, Genesys to identify trends and optimization opportunities.
• Ensure compliance with company policies while implementing new initiatives.

Skills

Call Center Operations

Real Time Analysis

WFM Technology

Tools

Avaya

Genesys

Aspect Dialer Management

Job description

Roles and Responsibilities

• Manage day-to-day operations of the Workforce Management team, ensuring efficient scheduling, rostering, and real-time analysis.
• Oversee capacity planning, including forecasting, demand management, and resource allocation to meet business objectives.
• Develop and maintain effective relationships with stakeholders across various departments to ensure seamless communication and collaboration.
• Analyze data from IEX, RTA, Avaya, Genesys systems to identify trends and areas for improvement in workforce management processes.
• Ensure compliance with company policies and procedures while implementing new initiatives or changes.

Desired Candidate Profile

• 3-8 years of experience in WFM/CTM/ICM/CMS/CCX/CRCM/AHT/ASA/BPO industry.
• Strong understanding of Call Center Technology (Avaya/Genesys), Contact Center Operations, Call Routing & Dialer Management.
• Proficiency in Real Time Analysis (RTA) software such as Aspect Dialer Management.