We're Hiring | *Team Lead Workforce Management (WFM)* | Hyderabad | Up to 15 LPA (Including 20% Variable)

* Position:* Team Lead – Workforce Management (WFM)

* Location:* Hyderabad

* CTC:* Up to *15 LPA* (Including 20% Variable)

* Shift:* Rotational Shift

* Work Mode:* Work from Office

*Note : Immediate joiner needed.

Only hyderabad local candidates eligible*

### Job Requirements:

* Bachelor's degree in Business Administration, Operations Management, Statistics, or a related field (preferred).

* *Minimum 5+ years* of experience in *Workforce Management (WFM)* within a Contact Center/BPO environment.

* *At least 2 years of experience leading a WFM team*.

* Strong hands-on experience in *Forecasting, Capacity Planning, Scheduling, and Real-Time Management (RTA)*.

* Expertise in *Intraday Management*, Queue Management, Shrinkage Planning, and Schedule Adherence.

* Experience with WFM tools such as *Verint, NICE IEX, Aspect, Genesys, Calabrio*, or equivalent.

* Strong analytical and reporting skills with advanced knowledge of *Excel; experience with **Power BI* or *Tableau* is an added advantage.

* Excellent stakeholder management, communication, and problem-solving skills.

* Ability to lead teams in a fast-paced, global operations setting.





* *Immediate Joiners or Candidates Serving Notice Period Preferred.*

### Key Responsibilities:

* Lead the Workforce Management team to achieve service level and operational goals.

* Manage *Forecasting, Capacity Planning, Scheduling, and Intraday Operations*.

* Monitor key WFM metrics including *SLA, AHT, Occupancy, Adherence, Shrinkage, and Forecast Accuracy*.

* Drive real-time staffing decisions and optimize resource allocation.

* Analyze workforce trends and recommend process improvements to enhance productivity.

* Prepare and present operational reports and dashboards to senior leadership.

* Collaborate with Operations, Training, Quality, and Recruitment teams to support business requirements.

* Mentor and develop team members while ensuring high performance and operational excellence.

* Ensure compliance with WFM processes, governance standards, and client SLAs.

*Interested candidates can apply now:*

**Email: [email protected]

*WhatsApp:* *(phone hidden)*

*Refer your friends and colleagues who match the profile!*

Note : Immediate joiner needed.

Only hyderabad local candidates eligible

📌 Work Force Management Team Lead (Hyderabad)
🏢 AXIS SERVICES
📍 Hyderabad