Team Leader – Workforce Management (Planning) – Kolkata, India

If you are exploring WFM team leader jobs in Kolkata or looking for workforce management planning roles in Kolkata, West Bengal’s fast-growing operations landscape, Fusion CX offers a structured environment where your forecasting expertise directly shapes service performance. This role is ideal for WFM professionals who excel in analytics, scheduling accuracy, and stakeholder coordination.

Job Description:

About the Role

The Workforce Management Planner is responsible for building accurate staffing plans, developing forecasts, and maintaining schedules that support consistent service delivery. The role collaborates with cross-functional teams to ensure operational readiness, optimize resource allocation, and strengthen performance outcomes.

Key Responsibilities

• 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 updates.
• 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?

Fusion CX Kolkata provides a performance-focused environment where planning accuracy and operational insight directly influence success.

•  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.

If you are seeking WFM planning jobs in Kolkata or exploring team leader roles in West Bengal, apply now and grow your workforce management career with Fusion CX.