Wfm Lead

TTEC; Ahmedabad District; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

TTEC is seeking a WFM Lead in Ahmedabad to drive forecasting, capacity planning, scheduling, and real-time management. You will lead a team and own key WFM metrics to improve service levels and customer experience.

The role requires 4–8 years in WFM with 1–2 years in leadership, preferably in BPO/contact center settings. Strong analytical skills and proficiency in NICE/Verint/Genesys/Aspect tools are essential.

Qualifications

• 4–8 years of experience in WFM.
• 1–2 years in a leadership role.
• Experience in BPO/contact center/shared services preferred.

Responsibilities

• Lead WFM team covering forecasting, capacity planning, scheduling, and real-time management.
• Manage staffing plans, schedules, shrinkage, occupancy, and service levels.
• Guide RTAs and WFM analysts to optimize intraday performance and staffing.
• Partner with Operations, HR, Finance, and Training on workforce strategies.
• Own WFM reports, analytics, KPIs, and process improvement/automation.
• Drive FTE optimization, cost efficiency, SLA achievement, and customer experience.

Skills

Forecasting

Scheduling

Capacity planning

SLA/AHT

Occupancy

Shrinkage

Analytics

Team leadership

Advanced Excel

Tools

NICE

Verint

Genesys

Aspect

Job description

WFM Lead

• Lead WFM team covering forecasting, capacity planning, scheduling, and real-time management.
• Manage staffing plans, schedules, shrinkage, occupancy, and service levels.
• Guide RTAs and WFM analysts to optimize intraday performance and staffing.
• Partner with Operations, HR, Finance, and Training on workforce strategies.
• Own WFM reports, analytics, KPIs, and process improvement/automation.
• Drive FTE optimization, cost efficiency, SLA achievement, and customer experience.

Key Skills: WFM tools (NICE/Verint/Genesys/Aspect), Advanced Excel, forecasting, scheduling, capacity planning, SLA/AHT/occupancy/shrinkage, analytics, and team leadership.

Experience: 4-8 years in WFM, including 1-2 years in a leadership role, preferably in BPO/contact center/shared services.