**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 efficient 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 scheduling practices **Compliance & Governance -** - Ensure compliance with labor laws, company policies, and contractual obligations - Maintain data integrity and audit readiness within WFM systems **Required Skills & Competencies -** - Strong leadership and team management capabilities - Advanced analytical and problem-solving skills - Expertise in WFM tools (NICE, Verint, Genesys, Aspect, etc.) - Advanced Excel / data handling skills (pivot tables, macros preferred) - Deep understanding of contact center metrics (SLA, AHT, occupancy, shrinkage, adherence) - Solid communication and stakeholder management skills - Ability to manage ambiguity and drive decisions in a fast-paced environment **Qualifications -** - Bachelor's degree in Commerce, Operations, Analytics, or related field - 4-8 years of experience in Workforce Management, with at least 1-2 years in a leadership role - Experience in BPO / contact center / shared services environment preferred **Key Performance Indicators (KPIs) -** - Forecast accuracy (volume, AHT) - Service level attainment - Schedule efficiency and adherence - Shrinkage and occupancy management - Cost efficiency (FTE optimization, overtime control) - Team performance and engagement **Title:** _Team Lead, WFM Real Time_ **Location:** _India-Gujarat-Ahmedabad_ **Requisition ID:** _04E8Z_

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