This job offer is not available in your country.
Team Lead WFM
Tech MahindraIndia26 days ago
Job descriptionHands-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 :
Create a job alert for this search
Team Lead • India