WFM lead
- Capgemini
- 5 - 9 years
- Kolkata
- 13 days ago
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Job Description
Your Role
As a WFM Lead, you will spearhead the Workforce Management function, driving strategic initiatives to ensure optimal staffing, scheduling, and resource planning across customer-facing operations. With a strong command of forecasting, performance analytics, and workforce strategy, you will play a pivotal role in enhancing service delivery, achieving operational targets, and supporting long-term business growth.
This role requires a blend of strategic foresight and operational execution, along with the ability to collaborate across departments to align workforce plans with organizational goals. You will lead the adoption and optimization of advanced WFM technologies, ensure regulatory compliance, and foster a culture of continuous improvement through data-driven decision-making and agile change management.
In this role you will play a key role in:
- Lead and mentor the WFM team, fostering a culture of growth and accountability.
- Develop and implement workforce strategies for forecasting, scheduling, and real-time management.
- Analyze historical data to predict staffing needs and optimize resource allocation.
- Ensure efficient scheduling aligned with employee preferences, skills, and legal compliance.
- Deliver performance reports and actionable insights to senior leadership.
- Manage WFM technologies and collaborate with IT for system enhancements.
- Partner with HR, Operations, and Customer Service to align workforce plans with business goals.
- Uphold compliance standards and implement quality assurance practices.
- Drive change initiatives and adapt strategies to evolving market dynamics.
YOUR PROFILE
- Workforce planning and accurate forecasting
- Performance metrics analysis and reporting
- Schedule optimization for coverage and compliance
- Team supervision, mentoring, and development
- Change management and process improvement
- Cross-functional coordination with HR, Ops, and IT
- Expertise in WFM tools (scheduling, analytics, forecasting)
- Awareness of emerging technologies
- System upgrades and tool optimization
- Cost control and resource efficiency
- Strategic alignment with service level goals
- Understanding of global workforce dynamics
- Knowledge of labor laws and company policies
- Quality assurance in scheduling and forecasting
- Strong verbal and written communication
- Customer-focused mindset
- Conflict resolution and sound decision-making
- Process design and continuous improvement
- Promotes knowledge sharing and team learning
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Assistant ManagerEmployement Type: Full timeContact Details:
Company: CapgeminiLocation(s): Kolkata+ View Contact
Keyskills: forecasting emerging technologies customer service hr process improvement workforce management regulatory analytics change management labor laws workforce planning service delivery quality assurance legal agile
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