WFM-TEAM LEAD PLANNING

Position Title: WFM - Team Lead PlanningPosition Summary:The primary responsibilities of a Workforce Management (WFM) Planning Team Leader includes:✓ To lead a team of Workforce Management Planners to ensure that the call center's staffing levels are in line with the business's needs. Some of the key responsibilities of a WFM Planning Manager would include:o Assessing and forecasting call volume and staffing requirements in order to develop and implement effective workforce management strategieso Managing and overseeing the WFM Planning team to ensure optimal performance, adherence to policies and procedures, and overall team success.o Developing staffing schedules and shift bids based on call volume and occupancy analysis, customer service level requirements, and budget guidelines.o Monitoring call center metrics to identify opportunities for improvement in staff utilization, schedule adherence, and customer service levelso Monitoring service level and operational metrics, while making adjustments to staffing and forecasting models whenever necessaryo Analyzing and presenting call center performance reports to senior management to make recommendations for improvement to achieve desired outcomeso Identifying ways to constantly drive efficiencies and process improvements across the WFM Planning team to enhance customer service, drive down costs, and meet or exceed revenue targets✓ The ideal candidate for this position would possess the technical and analytical skills required for successful workforce management planning, in addition to strong leadership and interpersonal communication skills to effectively supervise and guide the team within an organization's framework.Key Deliverables:✓ Managing multiple accounts/geographies end to end capacity planning, scheduling  rostering with the support of highly experienced WFM planners✓ Assessing and forecasting call volume and staffing requirements in order to develop and implement effective workforce management strategiesto policies and procedures, and overall team success.✓ Developing staffing schedules and shift bids based on call volume and occupancy analysis, customer service level requirements, and budget guidelines.✓ Monitoring call center metrics to identify opportunities for improvement in staff utilization, schedule adherence, and customer service levels✓ Monitoring service level and operational metrics, while making adjustments to staffing and forecasting models whenever necessary✓ Analyzing and presenting call center performance reports to senior management to make recommendations for improvement to achieve desired outcomes✓ Identifying ways to constantly drive efficiencies and process improvements across the WFM Planning team to enhance customer service, drive down costs, and meet or exceed revenue targetsand customer feedback data, reviewing and analysing relevant data to identify problem areas, and preparing workforce analysis reports for business to inform their