149+ Applicants
Posted: 3 weeks ago
5-8 years
Ahmedabad, Gujarat
work from office
Posted: 3 weeks ago
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Applicants: 149+
Job Description
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Job Description
Job Summary
The Senior Team Lead WFM is responsible for managing workforce planning, scheduling, real-time management, and reporting to ensure optimal staffing levels and service level achievement. This role will lead a team of WFM analysts and work closely with Operations, HR, and Training teams to ensure efficient workforce utilization and operational efficiency.
Key Responsibilities
India-Gujarat-Ahmedabad
The Senior Team Lead WFM is responsible for managing workforce planning, scheduling, real-time management, and reporting to ensure optimal staffing levels and service level achievement. This role will lead a team of WFM analysts and work closely with Operations, HR, and Training teams to ensure efficient workforce utilization and operational efficiency.
Key Responsibilities
- Manage end-to-end Workforce Management functions including Forecasting, Capacity Planning, Scheduling, and Real-Time Management
- Lead and manage a team of WFM analysts / RTA / schedulers
- Ensure service levels, shrinkage, occupancy, and productivity targets are met
- Analyze historical data and trends to improve forecasting accuracy
- Prepare weekly and monthly capacity plans
- Monitor real-time queues and take intraday actions
- Publish WFM reports and dashboards to stakeholders
- Work closely with Operations for staffing requirements and planning
- Manage roster planning, leave planning, and shift optimization
- Identify process improvements and automation opportunities
- Handle stakeholder communication and WFM reviews
- Service Level
- Forecast Accuracy
- Schedule Adherence
- Shrinkage
- Occupancy
- Attrition Impact on Staffing
- Intraday Performance
- Workforce Management tools (e.g., IEX, NICE, Verint, Aspect)
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- Advanced Excel (Pivot, VLOOKUP, dashboards)
- Strong analytical and problem-solving skills
- Stakeholder management
- Team handling experience
- Reporting and data analysis
- Good communication skills
- 58 years of experience in Workforce Management
- Minimum 23 years in team handling / leadership role
- Experience in BPO / Contact Center environment preferred
India-Gujarat-Ahmedabad
Skills
Data AnalysisIf an employer asks you to pay any kind of fee, please notify us immediately. Jobaaj does not charge any fee from the applicants and we do not allow other companies also to do so.
About Company
TTEC is an American customer experience technology and services company headquartered in Englewood, Colorado, founded by Kenneth D. Tuchman in 1982.
Important dates & deadlines?
Application Deadline
27 May 26, 03:21 PM IST
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Senior Team Lead, Workforce Management
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