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management planning forecasting scheduling reporting staffing optimization drive monitoring reports leadership cms communication collaborative

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Job Type

Full Time

Job Description

🚀 We Are Hiring – Process Manager / WFM Lead (International BPO)
🌐 Job Opening: WFM Lead – International BPO📍 Location: Pune🕒 Shift: Rotational / US🏢 Industry: International BPO / Contact Center---About the RoleWe are looking for an experienced Workforce Management (WFM) Lead to manage and optimize workforce planning. The ideal candidate should have hands-on expertise in forecasting, scheduling, capacity planning, and real-time management, with exposure to global clients and advanced WFM tools.---Key Responsibilities✔ Lead end-to-end WFM functions: Forecasting, Scheduling, RTA, and Reporting✔ Collaborate with Operations, Clients, and MIS teams to align staffing with business needs✔ Manage capacity planning & headcount optimization for international processes✔ Drive real-time monitoring to ensure SLA/KPI adherence✔ Prepare and present WFM reports & dashboards for leadership reviews---Requirements✅ 5–8 years of overall WFM experience, with at least 1–2 years in a Lead/Assistant Manager role✅ Strong knowledge of WFM tools: IEX, NICE, Aspect, Verint, Genesys, Avaya CMS (any combination)✅ Experience in International BPO / Global Contact Center environment✅ Excellent analytical, communication, and stakeholder management skills✅ Willingness to work in rotational shifts & week-offs---Why Join Us?✨ Opportunity to work with global clients & advanced WFM systems✨ Career growth into Managerial & Strategic WFM roles✨ Dynamic, collaborative, and employee-friendly work culture---📩 How to Apply:Interested candidates can share their CV at Rupali.Devlekar.C@eclerx.com with the subject line:👉 Application – WFM Lead

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eClerx

IT Services and IT Consulting

Mumbai Maharashtra

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