TTEC
Wfm Lead
Skills
2 months ago
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Important information
Contract type:
Permanent
Location:
Ahmedabad, Gujarat, India
Work mode:
Onsite
Published on:
17 August 2026
What they need
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.
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