Key Responsibilities:

- Ensure team deliverables are accurate and timely
- Set performance objectives for all resources
- Implement industry best practices in WFM processes
- Conduct impact and trend analysis to drive cost-effective strategies
- Coordinate with Operations & WFM Leadership on scope and guidelines
- Support customer initiatives for recent business growth
- Ensure proper escalation paths are followed
- Develop WFM staff on functional expertise

Requirements:

- Bachelor's Degree in Finance, Accounting, Engineering, Business Administration, or Logistics — OR 3 additional years of WFM experience
- Minimum 3 years WFM experience in call center / customer service
- Minimum 1 year in current position
- Team management experience — required
- Proficiency in WFM tools (Verint, IEX, CMS) and MS Office / Google Suite
- Strong knowledge of call center operations, staffing, scheduling, and service level analysis
- Statistical & financial analysis skills
- BPO experience is a plus
- Fluent in English
- Strong analytical, communication, and stakeholder management skills
- Adaptable, results-oriented, and able to perform under pressure

📌 WFM Team Leader (Ahmedabad)
🏢 TELUS Digital
📍 Ahmedabad