Team Lead, WFM Real Time
Description - External

Job Summary – WFM Lead

The WFM Lead is responsible for overseeing end-to-end workforce management functions including forecasting, capacity planning, scheduling, and real-time performance management. This role ensures optimal staffing, drives operational efficiency, and leads a team of WFM analysts/schedulers to meet service level targets while controlling costs and improving customer experience.

Key Responsibilities :

Leadership & Team Management -

- Lead, mentor, and develop a team of WFM analysts, schedulers, and RTAs

- Set performance goals, conduct reviews, and drive capability building

- Ensure adherence to WFM best practices and standard operating procedures

Forecasting & Capacity Planning -

- Oversee short-term and long-term forecasting (volume, AHT, workload)

- Develop hiring plans and staffing strategies aligned with business goals

Scheduling & Resource Optimization -

- Ensure creation of efficient schedules that meet SLAs and occupancy targets

- Review and approve shift plans, leave management, and shrinkage assumptions

- Drive continuous improvement in schedule efficiency and flexibility

Real-Time Management Oversight -

- Supervise intraday operations and ensure proactive adjustments

- Guide RTAs in managing queue performance, staffing gaps, and contingencies

- Escalate risks and recommend mitigation strategies

Stakeholder Management

- Partner with Operations, HR, Finance, and Training teams

- Provide insights and recommendations on staffing, productivity, and costs

- Present WFM performance metrics and strategic insights to leadership

Reporting & Analytics -





- Own WFM reporting suite (forecast accuracy, service levels, shrinkage, utilization)

- Analyze trends and identify opportunities for process improvement

- Drive data-backed decision-making across operations

Process Improvement & Automation -

- Identify and implement process improvements in WFM workflows

- Drive automation initiatives (Excel, VBA, Python, WFM tools)

- Standardize reporting and scheduling practices

Compliance & Governance -

- Ensure compliance with labor laws, company policies, and contractual obligations

- Maintain data integrity and audit readiness within WFM systems

Required Skills & Competencies -

- Strong leadership and team management capabilities

- Advanced analytical and problem-solving skills

- Expertise in WFM tools (NICE, Verint, Genesys, Aspect, etc.)

- Advanced Excel / data handling skills (pivot tables, macros preferred)

- Deep understanding of contact center metrics (SLA, AHT, occupancy, shrinkage, adherence)

- Strong communication and stakeholder management skills

- Ability to manage ambiguity and drive decisions in a fast-paced workplace

Qualifications -

- Bachelor’s degree in Commerce, Operations, Analytics, or related field

- 4–8 years of experience in Workforce Management, with at least 1–2 years in a leadership role

- Experience in BPO / contact center / shared services environment preferred

Key Performance Indicators (KPIs) -

- Forecast accuracy (volume, AHT)

- Service level attainment

- Schedule efficiency and adherence

- Shrinkage and occupancy management

- Cost efficiency (FTE optimization, overtime control)

- Team performance and engagement

Primary Location: India-Gujarat-Ahmedabad

📌 Team Lead, WFM Real Time (India)
🏢 TTEC
📍 India