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)
- St

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