Team Lead, WFM Real Time

TeleTech Holdings, Inc.; India; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

TeleTech Holdings, Inc. is seeking a WFM Lead to oversee forecasting, capacity planning, scheduling, and real-time performance management.

The role drives staffing optimization, operational efficiency, and cost control while guiding a team of WFM analysts and schedulers to meet service levels. You will partner with Operations, HR, and Finance to translate KPI insights into staffing plans and process improvements, using tools like NICE, Verint, and Genesys.

Qualifications

• Bachelor’s degree in Commerce, Operations, Analytics, or related field.
• 4–8 years of experience in Workforce Management, with 1–2 years in a leadership role.
• Experience in BPO / contact center / shared services environment preferred.

Responsibilities

• Oversee end-to-end workforce management functions including forecasting, capacity planning, scheduling, and real-time performance management.
• Lead, mentor, and develop a team of WFM analysts, schedulers, and RTAs.
• Develop hiring plans and staffing strategies aligned with business goals.
• Oversee intraday operations, manage queue performance, and adjust staffing as needed.
• Present WFM performance metrics and insights to leadership.

Skills

Leadership

Analytics

WFM tools

Excel/macros

Contact center metrics

Stakeholder management

Decision making under ambiguity

Education

Bachelor’s degree in Commerce, Operations, Analytics

Tools

NICE

Verint

Genesys

Aspect

Job 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