Team Leader WFM

• Develop short-term and long-term forecasts using historical data, trends, and business intelligence inputs.
• Analyze performance metrics to estimate workload, staffing needs, and resource utilization.
• Create and maintain schedules aligned with demand forecasts, shrinkage assumptions, and SLA targets.
• Execute shift bidding and preference-based scheduling where applicable.
• Evaluate staffing capacity and recommend hiring or optimization actions.
• Collaborate with Talent Acquisition and Training to address staffing gaps.
• Partner with operations, quality, and client-facing teams to align forecasts with business up .
• Prepare and present weekly/monthly reports on forecast accuracy, staffing efficiency, and variances
• Identify improvement opportunities in WFM processes, tools, and reporting capabilities.

Job Requirements:

• Education:

  Graduation

• Experience:

  2 4 years of experience in WFM Planning within a contact center environment
• Strong analytical skills in forecasting, capacity planning, and scheduling.
• Proficiency in WFM tools such as Aspect, Verint, NICE IEX, or Genesys.
• Advanced Excel and reporting skills; familiarity with Power BI or Tableau preferred.
• Strong communication and stakeholder management abilities.
• Experience supporting multiple geographies or business lines is an advantage.

Why Join Fusion CX?

• Take ownership of workforce planning initiatives with measurable business impact.
• Work closely with leaders across operations, quality, WFM, and client-facing teams.
• Build advanced forecasting, scheduling, and analytics capabilities.
• Contribute to process improvements that elevate service delivery and workforce efficiency.