We're Hiring | Team Lead Workforce Management (WFM) | Hyderabad | Up to 15 LPA (Including 20% Variable)

Position: Team Lead – Workforce Management (WFM)

Location: Hyderabad

CTC: Up to 15 LPA (Including 20% Variable)

Shift: Rotational Shift

Work Mode: Work from Office

*Note : Immediate joiner needed.

Only hyderabad local candidates eligible*

Job Requirements:

* Bachelor's degree in Business Administration, Operations Management, Statistics, or a related field (preferred).

- Minimum 5+ years of experience in Workforce Management (WFM) within a Contact Center/BPO environment.
- At least 2 years of experience leading a WFM team.
- Strong hands-on experience in Forecasting, Capacity Planning, Scheduling, and Real-Time Management (RTA).
- Expertise in Intraday Management, Queue Management, Shrinkage Planning, and Schedule Adherence.
- Experience with WFM tools such as Verint, NICE IEX, Aspect, Genesys, Calabrio, or equivalent.
- Strong analytical and reporting skills with advanced knowledge of *Excel; experience with **Power BI* or Tableau is an added advantage.
- Excellent stakeholder management, communication, and problem-solving skills.
- Ability to lead teams in a quick-paced, global operations environment.




- Immediate Joiners or Candidates Serving Notice Period Preferred.

Key Responsibilities:

* Lead the Workforce Management team to achieve service level and operational goals.
- Manage Forecasting, Capacity Planning, Scheduling, and Intraday Operations.
- Monitor key WFM metrics including SLA, AHT, Occupancy, Adherence, Shrinkage, and Forecast Accuracy.
- Drive real-time staffing decisions and optimize resource allocation.
- Analyze workforce trends and recommend process improvements to enhance productivity.
- Prepare and present operational reports and dashboards to senior leadership.
- Collaborate with Operations, Training, Quality, and Recruitment teams to support business requirements.
- Mentor and develop team members while ensuring high performance and operational excellence.
- Ensure compliance with WFM processes, governance standards, and client SLAs.

Interested candidates can apply now:

**Email: [email protected]

WhatsApp: (phone hidden)

Refer your friends and colleagues who match the profile!

Note : Immediate joiner needed.

Only hyderabad local candidates eligible

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