Team Lead WFM

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 stakeholdersApplicant’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