Section 1: Position Summary
The Senior Team Lead is responsible for managing, optimizing, and overseeing offshore operational processes related to WFM. The role ensures efficiency, compliance, and excellence in service delivery across the WFM business cycle – Forecasting to Reporting. The Process Lead acts as a subject matter expert, guiding a team of analysts & senior analyst driving standardization, leading process improvement, and supporting escalations across various LOB’s managed by the WFM team.
Section 2: Job Functions, Essential Duties and Responsibilities
Lead and manage a team of to monitor and optimize workforce performance in real-time. Develop and implement real-time monitoring strategies to ensure service level objectives are met and maintained including forecasting
Provide guidance and support to Analysts in making real-time adjustments to staffing levels, schedules, and resources to optimize operational efficiency and service excellence. Analyze real-time and historical data to identify trends, patterns, and opportunities for process improvement.




Usage of daily/weekly rules, future activities and patterns to generate forecast in IEX.
Review and update organizational changes, MU movements, and agility settings in IEX. Configure break and lunch patterns in IEX for optimal coverage. Incorporate holidays, early closures, and daylight savings adjustments when required.
Plan ad-hoc activities in advance and coordinate with planning team for SLA/ASA-sensitive days. Review recent hire headcount, start dates, and go-live timelines during weekly calls.
Identify scheduling gaps and collaborate with planning teams for optimal coverage. Review recommended shift counts weekly and create additional patterns to minimize staffing shortages.
Coordinate with CP team to approve/deny waitlist and PTO requests in IEX for upcoming weeks. Apply future activities for PTOs and other off-phone tasks; ensure timely scheduling for activities with end dates.
Collaborate with other d

📌 Senior Team Lead, WFM (Hyderabad)
🏢 Ascensus
📍 Hyderabad