Manager Workforce Management

TTEC; Ahmedabad District; On-site; INR 1,000,000 - 1,700,000; Full time

Job summary

TTEC in India is seeking a Manager Workforce Management to lead the WFM team and drive performance. The role focuses on coaching, ensuring the right tools and processes, and partnering with Operations to meet service levels.

You will analyze attendance, staffing, productivity, and performance data to deliver reports and actionable recommendations, while handling multiple priorities and ensuring timely execution of tasks.

Qualifications

• 3+ years of data analysis or equivalent experience, preferably with workforce management or contact center.
• Experience leading a WFM team and driving performance-oriented culture.
• Strong ability to analyze data and generate actionable insights.

Responsibilities

• Lead and manage the WFM team to achieve business and client goals.
• Coach, mentor, and develop team members while driving a performance-oriented culture.
• Monitor attendance, staffing, productivity, and workforce performance.
• Analyze WFM data and provide reports, insights, and actionable recommendations.
• Manage multiple priorities, resolve operational issues, and ensure timely execution of tasks.
• Partner with Operations and other stakeholders to improve service levels, efficiency, and customer experience.
• Ensure the team has the right tools, systems, training, and support to perform effectively.

Skills

Team leadership

Coaching

WFM knowledge

Data analysis

Reporting

Problem-solving

Stakeholder management

Time management

Performance management

Job description

Manager Workforce Management

• Lead and manage the WFM team to achieve business and client goals.
• Coach, mentor, and develop team members while driving a performance-oriented culture.
• Monitor attendance, staffing, productivity, and workforce performance.
• Analyze WFM data and provide reports, insights, and actionable recommendations.
• Manage multiple priorities, resolve operational issues, and ensure timely execution of tasks.
• Partner with Operations and other stakeholders to improve service levels, efficiency, and customer experience.
• Ensure the team has the right tools, systems, training, and support to perform effectively.

Key Skills:

Team leadership, coaching & mentoring, WFM knowledge, data analysis, reporting, problem-solving, stakeholder management, time management, and performance management.

Experience:

3+ years of data analysis or equivalent experience, preferably with workforce management/contact center experience.