Team Leader – Workforce Management Planning (WFO, Kolkata)

If you are exploring WFM Team Leader jobs in Kolkata and have experience in forecasting and capacity planning within contact center operations, this opportunity is built for you. Fusion CX is hiring a Workforce Management Planning Team Leader to develop staffing strategies, improve schedule efficiency, and ensure service-level adherence across operations. This role is ideal for professionals seeking Kolkata jobs in workforce planning and analytics-driven operational leadership.

Job Description:

About the Role

As a WFM Team Leader, you will be responsible for forecasting volume trends, developing staffing plans, and maintaining optimized schedules to support operational performance. The position requires strong analytical capability, collaboration across departments, and expertise in workforce planning tools.

Key Responsibilities

Forecasting & Capacity Planning

• Develop short-term and long-term forecasts using historical data, trends, and business intelligence inputs.
• Analyze workload patterns to determine staffing requirements and resource utilization.

Scheduling

• Create and maintain agent schedules aligned with forecasted demand and service level targets.
• Manage shrinkage assumptions and shift allocation processes.
• Support shift bidding and preference-based scheduling where applicable.

Staffing Analysis

• Evaluate capacity requirements against forecast projections.
• Recommend hiring plans or optimization strategies based on analysis.
• Identify staffing gaps and coordinate with Talent Acquisition and Training teams.

Collaboration & Reporting

• Partner with Operations, Quality, and Training teams to align workforce strategies with business needs.
• Present weekly and monthly reports on forecast accuracy, staffing efficiency, and variance analysis.

Process Improvement

• Drive improvements in forecasting accuracy and scheduling efficiency.
• Identify enhancements in WFM tools, reporting frameworks, and planning methodologies.

Job Requirements

Education

• Bachelor’s degree in Mathematics, Statistics, Business Administration, or a related field.

Experience & Skills

• 2–4 years of Workforce Management planning experience in a contact center environment.
• Strong understanding of forecasting, capacity planning, and scheduling principles.
• Proficiency in WFM tools such as Aspect, Verint, NICE IEX, Genesys, or similar platforms.
• Advanced Excel skills with strong data analysis capability.
• Experience with reporting and visualization tools such as Power BI or Tableau preferred.
• Strong analytical thinking and problem-solving skills.
• Ability to manage multiple priorities and meet defined timelines.

Language & Communication Requirements

• Excellent verbal and written communication skills.
• Ability to present data-driven insights to stakeholders confidently.

Other Requirements

• Experience working across multiple geographies or lines of business is an advantage.
• Exposure to multi-channel environments (voice, email, chat) preferred.
• Certification in WFM tools or analytics platforms is a plus.

Work Mode & Location

• Work Mode: WFO
• Location: Kolkata, India

Why Join Fusion CX?

At Fusion CX, workforce management leadership plays a strategic role in balancing service excellence with operational efficiency. In this WFM Team Leader position, you will influence staffing strategy, drive data-backed decision-making, and contribute to scalable performance frameworks. Apply for this opportunity for the team leader WFM Kolkata job vacancy to advance in workforce analytics and operational planning leadership.