Senior Lead - Workforce Management

Company Summary

First American (India) is a GCC (Global Capability Center) of the First American Financial Corporation (NYSE: FAF) family of companies. FAI is a proud member of the FORTUNE 500 companies and has been amongst the Fortune 100 Best Companies to Work For® list for eight consecutive years. First American Financial Corporation provides comprehensive title insurance, closing/settlement, property data and technology solutions. First American (India) creates quality solutions for its customers by combining software, back office, and knowledge processing operations to fulfill First American's business requirements. Our priorities are our employees, customers, and shareholders - in that order. First American (India) has been ranked amongst India's Best Companies To Work For™ 2023: Listed amongst the Top 100 by Great Place To Work® India, FAI is also certified Best Workplaces for Women and Workplace with Inclusive Practices. ServiceMac is focused on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, our offerings comprise of personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability.

Job Summary

Mandatory Requirement:

- Hands-on experience with NiCE CXone (Workforce Management application)

Key Responsibilities:

- Develop and maintain accurate forecasting models using multiple data sources to determine staffing needs for calls, emails, and chats.

- Partner with business stakeholders to understand call drivers, volume trends, and operational impacts.

- Analyze business requirements and design customized workforce solutions.

- Administer and manage Workforce Management platforms for inbound queues.

- Monitor, analyze, and report workforce performance metrics.

- Support scheduling activities and tools.

- Handle off-cycle forecast adjustments.

- Communicate trends and risks to leadership.

- Maintain documentation and process guidelines.

Behavioral competencies

Strategic Agility

Stakeholder Impact

Drive for Results

Professional Presence

Talent Development

Qualifications:

- Bachelor’s degree or equivalent experience

- 2–5 years of Workforce Management experience

Educational Qualification and Experience:

Min of 2 years WFM experience

Bachelor’s degree or equivalent

Excellence verbal, written and interpersonal communication skills

Excellent problem-solving and issue resolution

Solid analytical skills and technical comprehension

Outstanding written and verbal communication

Exceptional interpersonal skills and customer care

FAI is committed to create an environment that respects, supports and inspires all individuals. We do not discriminate on the basis of color, religion, sex, gender identity, sexual orientation and age. At FAI, we celebrate diversity and believe that an inclusive workforce benefits employees, the organization and our community. We are an Equal Opportunity Employer. For more information about our company and dedication to putting People First, check out https://firstam.wd1.myworkdayjobs.com/faicareers.