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 effective 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 schedul

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