20 Aug
|
TTEC
|
Ahmedabad
WFM Lead
Lead WFM team covering forecasting, capacity planning, scheduling, and real-time management.
Manage staffing plans, schedules, shrinkage, occupancy, and service levels.
Guide RTAs and WFM analysts to optimize intraday performance and staffing.
Partner with Operations, HR, Finance, and Training on workforce strategies.
Own WFM reports, analytics, KPIs, and process improvement/automation.
Drive FTE optimization, cost efficiency, SLA achievement, and customer experience.
Key Skills: WFM tools (NICE/Verint/Genesys/Aspect), Advanced Excel, forecasting, scheduling, capacity planning, SLA/AHT/occupancy/shrinkage, analytics, and team leadership.
Experience: 4–8 years in WFM, including 1–2 years in a leadership role, preferably in BPO/contact center/shared services.
📌 Wfm Lead Ahmedabad
🏢 TTEC
📍 Ahmedabad