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 new 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
Robust 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