1,360 Team Lead Wfm jobs in India

Role and Responsibilities:

● Lead and manage the scheduling team to ensure timely and accurate roster creation using IEX (NICE WFM)

● Oversee schedule generation, exception handling, shift allocation, and leave management for multiple LOBs/processes

● Ensure schedule adherence and alignment with forecasted volumes, headcount, and SLA commitments

● Conduct regular audits for schedule hygiene, adherence to labor laws, and internal policy compliance

● Collaborate closely with forecasting, real-time analysts (RTA), and operations to address coverage gaps and overstaffing

● Drive automation and efficiency in scheduling through tool features, macros, or process improvements

● Support short-term and long-term capacity planning by sharing data-driven scheduling insights

● Provide training and mentorship to junior schedulers on IEX functionalities and WFM best practices

● Create and present schedule performance dashboards and reports to WFM and business stakeholders

Applicant’s Specifications & Qualification:

● Hands-on expertise in IEX (NICE WFM) with strong understanding of scheduling logic and modules

● Strong MS Excel skills (including pivot tables, VLOOKUP, time-series formulas)

● Excellent communication and team coordination skills

● Experience in handling multi-skill, multi-queue scheduling environments

● Strong analytical and decision-making abilities

● Flexible to work in rotational shifts and 24×7 operations

● Ability to handle pressure, meet strict deadlines, and drive a performance culture

● Prior experience in a WFM Scheduling Team Lead or senior scheduling analyst role is preferred

Role and Responsibilities:

● Lead and manage the scheduling team to ensure timely and accurate roster creation using IEX (NICE WFM)

● Oversee schedule generation, exception handling, shift allocation, and leave management for multiple LOBs/processes

● Ensure schedule adherence and alignment with forecasted volumes, headcount, and SLA commitments

● Conduct regular audits for schedule hygiene, adherence to labor laws, and internal policy compliance

● Collaborate closely with forecasting, real-time analysts (RTA), and operations to address coverage gaps and overstaffing

● Drive automation and efficiency in scheduling through tool features, macros, or process improvements

● Support short-term and long-term capacity planning by sharing data-driven scheduling insights

● Provide training and mentorship to junior schedulers on IEX functionalities and WFM best practices

● Create and present schedule performance dashboards and reports to WFM and business stakeholders

Applicant's Specifications & Qualification:

● Hands-on expertise in IEX (NICE WFM) with strong understanding of scheduling logic and modules

● Strong MS Excel skills (including pivot tables, VLOOKUP, time-series formulas)

● Excellent communication and team coordination skills

● Experience in handling multi-skill, multi-queue scheduling environments

● Strong analytical and decision-making abilities

● Flexible to work in rotational shifts and 24×7 operations

● Ability to handle pressure, meet strict deadlines, and drive a performance culture

● Prior experience in a WFM Scheduling Team Lead or senior scheduling analyst role is preferred

Role and Responsibilities: ● Lead and manage the scheduling team to ensure timely and accurate roster creation using IEX (NICE WFM) ● Oversee schedule generation, exception handling, shift allocation, and leave management for multiple LOBs/processes ● Ensure schedule adherence and alignment with forecasted volumes, headcount, and SLA commitments ● Conduct regular audits for schedule hygiene, adherence to labor laws, and internal policy compliance ● Collaborate closely with forecasting, real-time analysts (RTA), and operations to address coverage gaps and overstaffing ● Drive automation and efficiency in scheduling through tool features, macros, or process improvements ● Support short-term and long-term capacity planning by sharing data-driven scheduling insights ● Provide training and mentorship to junior schedulers on IEX functionalities and WFM best practices ● Create and present schedule performance dashboards and reports to WFM and business stakeholders Applicant’s Specifications & Qualification: ● Hands-on expertise in IEX (NICE WFM) with strong understanding of scheduling logic and modules ● Strong MS Excel skills (including pivot tables, VLOOKUP, time-series formulas) ● Excellent communication and team coordination skills ● Experience in handling multi-skill, multi-queue scheduling environments ● Strong analytical and decision-making abilities ● Flexible to work in rotational shifts and 24×7 operations ● Ability to handle pressure, meet strict deadlines, and drive a performance culture ● Prior experience in a WFM Scheduling Team Lead or senior scheduling analyst role is preferred

Role and Responsibilities:

● Lead and manage the scheduling team to ensure timely and accurate roster creation using IEX (NICE WFM)

● Oversee schedule generation, exception handling, shift allocation, and leave management for multiple LOBs/processes

● Ensure schedule adherence and alignment with forecasted volumes, headcount, and SLA commitments

● Conduct regular audits for schedule hygiene, adherence to labor laws, and internal policy compliance

● Collaborate closely with forecasting, real-time analysts (RTA), and operations to address coverage gaps and overstaffing

● Drive automation and efficiency in scheduling through tool features, macros, or process improvements

● Support short-term and long-term capacity planning by sharing data-driven scheduling insights

● Provide training and mentorship to junior schedulers on IEX functionalities and WFM best practices

● Create and present schedule performance dashboards and reports to WFM and business stakeholders

Applicant’s Specifications & Qualification:

● Hands-on expertise in IEX (NICE WFM) with strong understanding of scheduling logic and modules

● Strong MS Excel skills (including pivot tables, VLOOKUP, time-series formulas)

● Excellent communication and team coordination skills

● Experience in handling multi-skill, multi-queue scheduling environments

● Strong analytical and decision-making abilities

● Flexible to work in rotational shifts and 24×7 operations

● Ability to handle pressure, meet strict deadlines, and drive a performance culture

● Prior experience in a WFM Scheduling Team Lead or senior scheduling analyst role is preferred

Job Title: Workforce Planning Manager/Lead (WFM)– Contact Center

Experience: 8 + Years

Industry: BPO / Contact Center / Customer Service Operations

About the Role

We are seeking an experienced Workforce Planning and Forecasting professional to join our contact center operations team. The ideal candidate will be responsible for developing accurate headcount forecasts, optimizing resource utilization, and ensuring alignment with business objectives. This role requires strong analytical capabilities, expertise in WFM tools, and collaboration with multiple stakeholders to effectively plan and manage staffing levels.

Key Responsibilities

• Develop and maintain headcount forecasts in alignment with operational and business goals.
• Partner with business leaders and stakeholders to understand resource requirements and implement workforce planning strategies.
• Utilize Workforce Management (WFM) tools to effectively plan schedules, allocate resources, and optimize Capacity while minimizing overtime and inefficiencies.
• Analyze performance metrics, identify trends, and recommend actionable solutions for improving workforce planning and utilization.
• Provide insights and reports to leadership to support informed decision-making and planning initiatives.
• Ensure adherence to policies and best practices in scheduling, forecasting, and capacity management.
• Support continuous improvement by identifying process gaps and implementing effective solutions.

Qualifications

• 8+ years of experience in capacity planning, headcount forecasting, or related roles in BPO, contact centers, or customer support environments.
• Candidate Should be open for night shifts
• Strong understanding of resource management and scheduling principles.
• Proficiency in Workforce Management tools (e.g. NICE, Verint, Teleopti, or other WFM platforms).

Interested Candidates please share your resume to WhatsApp)

Description

Job Title

Lead WFM

Requirement Type

Full-Time Employee

Job Location

Bangalore

Requirement Level

Team Lead

Hiring Manager

Manager - BPM

Primary Skill

Data Analyst

Business

Membership

Skill Category

Generic

ABOUT ELEVANCE HEALTH

Health is a leading health company in America dedicated to improving lives and communities and making healthcare simpler. It is the largest managed health care company in the Blue Cross Blue Shield (BCBS) Association serving more than 45 million lives across 14 states.

A regular in list, Elevance Health ranked 20 in 2022. , President and CEO of Elevance Health has been a consistent name in the Fortune list of most powerful women and currently holds 4th rank on this list.

ABOUT CARELON

(CGS) is a healthcare solutions company that is simplifying complex operational processes to improve the health of the healthcare system.

Previously known as Legato Health Technologies, Carelon Global Solutions (hereinafter, CGS) underwent a name change and joined the Carelon family of brands in January 2023, as a fully owned subsidiary of Elevance Health CGS brings together a global team of like-minded innovators who manage and optimize operational processes for health plans as well as providers.

Our brightest minds housed across our global headquarters in Indianapolis as well as Bengaluru, Hyderabad and Gurugram in India, Manila in the Philippines, Limerick in Ireland and San Juan in Puerto Rico bring with them innovative capabilities and an unmatched depth of experience. This global team uniquely positions CGS to enable scalable, next-generation platforms and specialized digital tools that make healthcare operations more practical, effective and efficient.

OUR MISSION & VALUES

Our Mission: Improving Lives and Communities. Simplifying Healthcare. Expecting More.
Our Values: Leadership | Community | Integrity | Agility | Diversity

JOB POSITION

Responsible for leading a team of WFM and Macro Developers. The incumbent will report to Assistant Manager/Manager and will work closely with leaders as well as various other stakeholders to help drive the strategic and organizational growth goals of the organization. The incumbent must possess in-depth knowledge of the US Health Care business and should have prior experience in managing a Team of 18 associates.

JOB RESPONSIBILITY

WFM Lead – Membership will be responsible for the following:

QUALIFICATION

Bachelor’s or Master’s degree

EXPERIENCE

SKILLS AND COMPETENCIES

THE CARELON PROMISE

Aligning with our brand belief of ‘limitless minds are our biggest asset’, we offer a world of limitless opportunities to our associates.

It is our strong belief that one is committed to a role when it is not just what the role entails, but also what lies in its periphery that completes the value circle for an associate.

This world of limitless opportunities thrives in an environment that fosters growth and well-being, and gives you purpose and the feeling of belonging.

LIFE @ CARELON

EQUAL OPPORTUNITY EMPLOYER

Carelon is committed to a diverse and inclusive workplace and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics.

Reasonable Accommodation

Our inclusive culture empowers Carelon to deliver the best results for our customers. We not only celebrate the diversity of our workforce, but we also celebrate the diverse ways we work.

If you have a disability and need accommodation such as an interpreter or a different interview format, please ask for the Reasonable Accommodation Request Form.

Disclaimer: Offered designation titles differ*

Job Type:

We are hiring for Intraday RTA in Movate - Formerly CSS Corp pvt ltd.

Note:

Candidates must have 2 years of experiences in RTA

willing to work in night shifts.

Required for Immediate joiner's

Role & responsibilities

• Ensure staffing commitments are met on a real time / interval level basis and establish controls to maintain service level goals
• Responsible for monitoring real-time activity and providing recommendations in order to optimize daily Staffing / Service
• Responsible for monitoring real-time activity and providing recommendations in order to optimize daily Staffing / Service
• Respond to client requests on staffing and service related queries accurately and in a timely manner
• Respond to client requests on staffing and service related queries accurately and in a timely manner

Preferred candidate profile

• Monitor CMS for SLA - SL%, Abandoned %, Wait time & IMC as applicable to Project to check deviation from required
• Compare staffing, AHT & forecast for planned versus actuals - CMS versus IEX, EWFM, Excel
• Report interval update with accuracy and within the stipulated TAT
• Compare real time CMS with Schedule data from Excel, IEX or EWFM
• Report out requirements to Operations for real time staffing needs
• All Reports should be sent with accuracy and within TAT
• All Reports should have the stakeholders copied (internal & external) as deemed necessary for the Project
• Client responses should be specific and should be reported within the stipulated TAT and with accuracy
• Adhere to all organization processes and policies

ROLE: Analyst, Planning & Scheduling

DESIGNATION: Analyst, Planning & Scheduling

LOCATION: Bangalore

YEARS OF EXPERIENCE: 4+Years

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations

Role and Key Responsibilities:

Schedulers will utilize the Workforce Management scheduling tool(eWFM) to administer the processing of individual clusters engineer teams weekly work schedules and to schedule training, and other special events for the engineer teams.

• Develop, manage, and maintain comprehensive schedules
• Single Point of Contact for the Business Unit.
• Structure set up to core scheduling activities.
• Forecast Upload and generate the Intraday Patterns (IDP)
• Schedule Generation and Optimization.
• Review IDP (Requirement vs Schedule) with sites/Partners.
• Recommend required headcount with sites/Partners by running different scheduling scenarios.
• Generate IDP and calibrate it in IDP template based on shrinkage applied as per trending IR %
• Coordinate with stakeholders to gather requirements, priorities, and timelines for scheduling activities.
• Ensure resource allocation aligns with project goals and organizational capacity.
• Lead and motivate team members to achieve scheduling objectives efficiently.
• Establish quality control measures to ensure accuracy and consistency in scheduling outcomes.
• Drive continuous improvement initiatives to enhance scheduling processes and team performance.
• Implement and oversee automation solutions for shift creation, time-off approvals, and schedule adjustments
• Identify inefficiencies in manual scheduling processes and implement automation to improve accuracy and efficiency.
• Leverage machine learning and data analytics to enhance workforce scheduling models.
• Stay updated with emerging technologies in WFM, automation, and AI-powered workforce optimization.
• Explore RPA (Robotic Process Automation) opportunities to minimize manual interventions in scheduling.
• Benchmark against industry leaders to adopt best practices in scheduling innovation.
• Monitoring mailbox and managing the workload Will be actively involved in updating the real time exceptions and schedule changes through email request.

Key skills and knowledge:

• Good knowledge of MS Office tools, SQL, PowerBi
• Excellent communication and interpersonal skills.
• Proficiency with computers
• Willingness to work in a 24*7 shift environment
• Drive for self-learning and knowledge enhancement
• Exposure to the leave management system
• Contact Centre Workforce Management experience
• Extensive experience with WFM software.
• Experience in IEX and Alvaria WFM tool is required, preferably Alvaria.
• Team handling experience shall be an added advantage.
• Ability to simplify complex operations into repeatable processes
• Comfortable in fast-paced environment
• Ability to make decisions in time sensitive ambiguous situations
• Ability to multitask and manage multiple projects simultaneously.
• Strong problem-solving skills and adaptability to changing priorities.

Educational Qualification: Bachelors degree

Disclaimer: -

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for 'recruitment', 'processing' or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'