WFM Team Leader

TELUS Digital; Ahmedabad District; On-site; INR 600,000 - 1,200,000; Full time

Job summary

TELUS Digital in Ahmedabad is seeking a Workforce Management professional to ensure deliverables are accurate and timely, set performance objectives, and implement industry best practices in WFM processes.

You will conduct impact and trend analysis to drive cost-effective strategies, coordinate with Operations & WFM Leadership on scope, support growth initiatives, ensure proper escalation paths, and develop WFM staff on functional expertise.

Qualifications

• Bachelor's Degree in Finance, Accounting, Engineering, Business Administration, or Logistics — OR 3 additional years of WFM experience.
• Minimum 3 years WFM experience in call center / customer service
• Minimum 1 year in current position
• Proficiency in WFM tools (Verint, IEX, CMS) and MS Office / Google Suite
• Strong knowledge of call center operations, staffing, scheduling, and service level analysis
• Statistical & financial analysis skills
• BPO experience is a plus
• Strong analytical, communication, and stakeholder management skills
• Adaptable, results-oriented, and able to perform under pressure

Responsibilities

• Ensure team deliverables are accurate and timely
• Set performance objectives for all resources
• Implement industry best practices in WFM processes
• Conduct impact and trend analysis to drive cost-effective strategies
• Coordinate with Operations & WFM Leadership on scope and guidelines
• Support customer initiatives for new business growth
• Ensure proper escalation paths are followed
• Develop WFM staff on functional expertise

Skills

Analytical skills

Communication skills

Stakeholder management

Pressure handling

Education

Bachelor's degree or 3 years WFM experience

Tools

Verint

IEX

CMS

MS Office

Google Suite

Job description

• Ensure team deliverables are accurate and timely
• Set performance objectives for all resources
• Implement industry best practices in WFM processes
• Conduct impact and trend analysis to drive cost-effective strategies
• Coordinate with Operations & WFM Leadership on scope and guidelines
• Support customer initiatives for new business growth
• Ensure proper escalation paths are followed
• Develop WFM staff on functional expertise

Requirements:

• Bachelor's Degree in Finance, Accounting, Engineering, Business Administration, or Logistics — OR 3 additional years of WFM experience
• Minimum 3 years WFM experience in call center / customer service
• Minimum 1 year in current position
• Proficiency in WFM tools (Verint, IEX, CMS) and MS Office / Google Suite
• Strong knowledge of call center operations, staffing, scheduling, and service level analysis
• Statistical & financial analysis skills
• BPO experience is a plus
• Strong analytical, communication, and stakeholder management skills
• Adaptable, results-oriented, and able to perform under pressure