Senior Team Lead WFM at Percepta South Africa

Ahmedabad, gujarat, India -

Full Time

Start Date

Immediate

Expiry Date

24 Jun, 26

Salary

0.0

Posted On

26 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Workforce Management, Forecasting, Headcount Planning, Data Analysis, Reporting, Scheduling Policies, Real-time Issue Escalation, Service Level Adherence, MS Excel, IEX, Verint, Communication, Stakeholder Management, Problem-Solving, Time Management, Organizational Skills

Industry

Outsourcing/Offshoring

Description

Team Lead – Workforce Management At TTEC, we’re all about the Human Experience. Elevated. As Team Lead- Workforce Management, Ahmedabad, you’ll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture. What You’ll be Doing Have a passion to solve work related puzzles? Are you looking for an opportunity to experience something new each day? In this role, you'll bring your creativity and individuality to make sure correct staffing is in place and proper adjustments are made. Enjoy thinking about the big picture and planning for the future to support the team and clients? You’ll make sure scheduling policies are followed as you survey the landscape for what’s ahead and support the business. You’ll report to the Manager. You’ll the teams you support and the various departments that you partner with on a consistent basis through your analysis and recommendations. · Lead and guide the WFM team in analyzing historical staffing and revenue data to prepare accurate daily, weekly, and monthly reports with actionable recommendations. · Oversee long-term forecasting and headcount planning to ensure optimal resource allocation. · Ensure strict compliance with data confidentiality and security standards. · Collaborate with department leaders and clients to drive process improvements and achieve operational excellence. · Manage multiple complex tasks simultaneously, demonstrating strong time management and organizational skills. · Act as the escalation point for real-time issues and ensure service level adherence across programs. What You Bring to the Role · 3–5 years of Workforce Management experience in a BPO/Contact Center environment. · Bachelor’s degree or equivalent education. · Ability to lead and support a team, ensuring they have the right tools and systems for success. · A solution-oriented mindset with strong decision-making skills. · Expertise in interpreting, analyzing, and manipulating data for reporting and forecasting. · Advanced proficiency in MS Excel and WFM tools (e.g., IEX, Verint). · Excellent communication and stakeholder management skills. What You Can Expect · Supportive, knowledgeable, and approachable leadership that values your input. · A diverse, inclusive, and community-driven organization. · Clear career-growth paths with leadership development and continuous learning opportunities. · Competitive compensation, performance bonuses, and benefits that go beyond expectations. Required Skillset Strong analytical mindset with proven problem-solving ability. Excellent attendance and reliability. Exceptional written and verbal communication skills. High attention to detail and accuracy. Collaborative team player with leadership qualities. Advanced proficiency in Microsoft Office (Excel, Outlook; Word & PowerPoint a plus). Experience with WFM tools (e.g., IEX, Verint) preferred. Comfortable working in a 24x7 environment (any shift, weekends off). Role Requirements Oversee multiple call queues in real time to ensure efficient call center operations. Manage call volume, daily attendance, and program break schedules. Partner with operations teams to analyze and improve delivery processes. Monitor staffing levels at queue level to maintain planned coverage on interval basis. Track and manage real-time metrics: Service Level, ASA, Schedule Adherence, Breaks, Occupancy, AHT, and ACW against defined thresholds. Lead outage and crisis management, facilitating communication between IT teams, site management, and clients. Drive interval, daily, weekly, and monthly plan objectives. Prepare and deliver KPI reports to clients and internal leadership. Execute real-time skilling adjustments to optimize performance. Act as the primary liaison between internal teams and client partners. About TTEC Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you. TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way. #LI-Onsite

Responsibilities

The Team Lead will guide the WFM team in analyzing historical data to create accurate reports with recommendations, while also overseeing long-term forecasting and headcount planning for optimal resource allocation. This role involves ensuring compliance with data security, collaborating on process improvements, and acting as the escalation point for real-time issues to maintain service level adherence.