Hatibagan Kolkata West Bengal Workforce management team leader – contact center – kolkata, Jobs – 5 Open Jobs Today

Workforce Management Team Leader – Contact Center – Kolkata, India
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Workforce Management Team Leader – Contact Center – Kolkata, India

Fusion CX -
Kolkata, West Bengal

Apply Now

Job details

Qualifications

SQL
IVR
Bachelor's degree
Forecasting
Data analytics
Macros
Pivot tables
Workforce management
AI
Communication skills
Banking
Time management

Full job description

Looking for work-from-office jobs in Kolkata, India, in workforce management or WFM jobs in contact centers? Fusion CX is hiring a Workforce Management Team Leader to support a high-performing omni-channel customer service environment. This is an excellent opportunity for professionals exploring workforce management jobs, call center WFM roles, or WFM team leader jobs with a strong focus on forecasting, scheduling, and real-time operations.

Job Description:

About the Role

The Workforce Management Team Leader is responsible for leading and optimizing workforce management operations across contact center functions, including New Accounts and Servicing teams. This WFM team leader role focuses on strategic workforce planning, forecasting, scheduling, and real-time management to ensure operational efficiency and a high-quality customer experience. You will work closely with internal and external stakeholders to design workforce strategies aligned with business goals and performance standards.

Key Responsibilities

Forecast demand, optimize schedules, and model capacity across voice, chat, email, and SMS channels
Ensure staffing aligns with service levels while maintaining cost efficiency and minimizing overtime
Design IVR flows, optimize call routing, and manage dialer operations
Oversee chat, email, and SMS channels, improving performance and operational efficiency
Develop and implement workforce management strategies to ensure optimal staffing levels
Conduct long-term forecasting and capacity planning based on trends and business growth
Analyze historical data to predict call volumes and staffing requirements
Monitor real-time performance and recommend schedule adjustments as needed
Identify and implement process improvements to enhance productivity and customer experience
Standardize workforce management policies and procedures
Manage workforce management systems, scheduling tools, and automation platforms
Evaluate emerging technologies to improve workforce operations
Monitor and analyze KPIs such as service levels, staffing efficiency, and productivity
Provide actionable insights and recommendations to improve operational performance as a WFM team leader.

Job Requirements:

Qualifications & Experience

Graduate (mandatory)
Minimum 3+ years of workforce management experience in omni-channel contact centers
Experience in capacity planning for internal and external teams

Technical Skills

Proficiency in Genesys WFM tools and real-time management
Advanced data analytics skills, including SQL, Excel (pivot tables, macros), and forecasting models
Hands-on experience with Genesys Cloud CX (IVR design, routing rules, dialer management)
Understanding of AI-powered chatbots and automation tools

Key Skills & Competencies

Strong understanding of call flow logic, IVR systems, and routing strategies
Ability to analyze performance data and translate insights into actionable improvements
Strong problem-solving and decision-making skills
Ability to create SOPs, flowcharts, and process documentation
Strong stakeholder communication and collaboration skills
Self-driven with a strong ownership mindset

Preferred Experience

Experience in lending, banking, or collections environments
Understanding of compliance regulations such as TCPA, FDCPA, and FCRA

Work Details

Location: Kolkata, India
Department: WFM & RTA

Why Join Fusion CX?

If you are exploring work-from-office jobs in India, WFM team leader jobs in Kolkata call centers, or WFM workforce management roles, Fusion CX offers:

Opportunity to work in a dynamic and data-driven contact center environment
Exposure to advanced workforce management tools and technologies
Career growth in workforce management and operations leadership
A collaborative and performance-focused work culture

Take the next step in your career with one of the growing BPO companies hiring for WFO roles and build your expertise in workforce management and contact center operations. Apply now!

Apply Now

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workforce management team leader – contact center – kolkata, jobs in hatibagan kolkata west bengal

Workforce Management Team Leader – Contact Center – Kolkata, India

Service Delivery Manager – International Operations (WFO, Kolkata)

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

Team Leader – Workforce Management Planning (WFO, Kolkata)

HR Generalist Senior Manager - Kolkata

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I want to receive the latest job alerts for workforce management team leader – contact center – kolkata, in hatibagan kolkata west bengal

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