Team Lead, WFM Real Time at TTEC

Ahmedabad, gujarat, India -

Full Time

Start Date

Immediate

Expiry Date

04 Aug, 26

Salary

0.0

Posted On

06 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Workforce Management, Forecasting, Capacity Planning, Scheduling, Real-Time Management, Team Leadership, Stakeholder Management, Data Analysis, NICE, Verint, Genesys, Aspect, Advanced Excel, Python, VBA, Contact Center Metrics

Industry

Outsourcing and Offshoring Consulting

Description

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) Strong 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 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 disruptive 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. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive 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 and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way.

Responsibilities

Oversee end-to-end workforce management functions including forecasting, capacity planning, and real-time performance management. Lead a team of analysts and schedulers to optimize staffing levels and meet service level targets.