Job Description
The Senior Team Lead – WFM is responsible for managing workforce planning, scheduling, real-time management, and reporting to ensure optimal staffing levels and service level achievement. This role will lead a team of WFM analysts and work closely with Operations, HR, and Training teams to ensure efficient workforce utilization and operational efficiency.
Key Responsibilities
Manage end-to-end Workforce Management functions including Forecasting, Capacity Planning, Scheduling, and Real-Time Management
Lead and manage a team of WFM analysts / RTA / schedulers
Ensure service levels, shrinkage, occupancy, and productivity targets are met
Analyze historical data and trends to improve forecasting accuracy
Prepare weekly and monthly capacity plans
Monitor real-time queues and take intraday actions
Publish WFM reports and dashboards to stakeholders
Work closely with Operations for staffing requirements and planning
Manage roster planning, leave planning, and shift optimization
Identify process improvements and automation opportunities
Handle stakeholder communication and WFM reviews
Key Metrics / KPIs
Service Level
Forecast Accuracy
Schedule Adherence
Shrinkage
Occupancy
Attrition Impact on Staffing
Intraday Performance
Required Skills
Workforce Management tools (e.g., IEX, NICE, Verint, Aspect)
Advanced Excel (Pivot, VLOOKUP, dashboards)
Strong analytical and problem-solving skills
Stakeholder management
Team handling experience
Reporting and data analysis
Good communication skills
Experience
5–8 years of experience in Workforce Management
Minimum 2–3 years in team handling / leadership role
Experience in BPO / Contact Center environment preferred
Primary Location: India-Gujarat-Ahmedabad
Job Summary: Job SummaryThe Senior Team Lead – WFM is responsible for managing workforce planning, scheduling, real-time management, and reporting to ensure optimal staffing levels and service level achievement. This role will lead a team of WFM analysts and work closely with Operations, HR, and Training teams to ensure efficient workforce utilization and operational efficiency.Key ResponsibilitiesManage end-to-end Workforce Management functions includingForecasting, Capacity Planning, Scheduling, and Real-Time ManagementLead and manage a team of WFM analysts / RTA / schedulersEnsure service levels, shrinkage, occupancy, and productivity targets are metAnalyze historical data and trends to improve forecasting accuracyPrepare weekly and monthly capacity plansMonitor real-time queues and take intraday actionsPublish WFM reports and dashboards to stakeholdersWork closely with Operations for staffing requirements and planningManage roster planning, leave planning, and shift optimizationIdentify process improvements and automation opportunitiesHandle stakeholder communication and WFM reviewsKey Metrics / KPIsService LevelForecast AccuracySchedule AdherenceShrinkageOccupancyAttrition Impact on StaffingIntraday PerformanceRequired SkillsWorkforce Management tools (e.g., IEX, NICE, Verint, Aspect)Advanced Excel (Pivot, VLOOKUP, dashboards)Strong analytical and problem-solving skillsStakeholder managementTeam handling experienceReporting and data analysisGood communication skillsExperience5–8 years of experience in Workforce ManagementMinimum 2–3 years in team handling / leadership roleExperience in BPO / Contact Center environment preferred
Key Responsibilities
Manage end-to-end Workforce Management functions including Forecasting, Capacity Planning, Scheduling, and Real-Time Management
Lead and manage a team of WFM analysts / RTA / schedulers
Ensure service levels, shrinkage, occupancy, and productivity targets are met
Analyze historical data and trends to improve forecasting accuracy
Prepare weekly and monthly capacity plans
Monitor real-time queues and take intraday actions
Publish WFM reports and dashboards to stakeholders
Work closely with Operations for staffing requirements and planning
Manage roster planning, leave planning, and shift optimization
Identify process improvements and automation opportunities
Handle stakeholder communication and WFM reviews
Key Metrics / KPIs
Service Level
Forecast Accuracy
Schedule Adherence
Shrinkage
Occupancy
Attrition Impact on Staffing
Intraday Performance
Required Skills
Workforce Management tools (e.g., IEX, NICE, Verint, Aspect)
Advanced Excel (Pivot, VLOOKUP, dashboards)
Strong analytical and problem-solving skills
Stakeholder management
Team handling experience
Reporting and data analysis
Good communication skills
Experience
5–8 years of experience in Workforce Management
Minimum 2–3 years in team handling / leadership role
Experience in BPO / Contact Center environment preferred
Primary Location: India-Gujarat-Ahmedabad
Job Summary: Job SummaryThe Senior Team Lead – WFM is responsible for managing workforce planning, scheduling, real-time management, and reporting to ensure optimal staffing levels and service level achievement. This role will lead a team of WFM analysts and work closely with Operations, HR, and Training teams to ensure efficient workforce utilization and operational efficiency.Key ResponsibilitiesManage end-to-end Workforce Management functions includingForecasting, Capacity Planning, Scheduling, and Real-Time ManagementLead and manage a team of WFM analysts / RTA / schedulersEnsure service levels, shrinkage, occupancy, and productivity targets are metAnalyze historical data and trends to improve forecasting accuracyPrepare weekly and monthly capacity plansMonitor real-time queues and take intraday actionsPublish WFM reports and dashboards to stakeholdersWork closely with Operations for staffing requirements and planningManage roster planning, leave planning, and shift optimizationIdentify process improvements and automation opportunitiesHandle stakeholder communication and WFM reviewsKey Metrics / KPIsService LevelForecast AccuracySchedule AdherenceShrinkageOccupancyAttrition Impact on StaffingIntraday PerformanceRequired SkillsWorkforce Management tools (e.g., IEX, NICE, Verint, Aspect)Advanced Excel (Pivot, VLOOKUP, dashboards)Strong analytical and problem-solving skillsStakeholder managementTeam handling experienceReporting and data analysisGood communication skillsExperience5–8 years of experience in Workforce ManagementMinimum 2–3 years in team handling / leadership roleExperience in BPO / Contact Center environment preferred
💡 Quick Summary
Seeking a career-building opportunity? The Senior Team Lead, Workforce Management position is now open for candidates interested in the Human Resource (HR) Jobs sector. This role in Ahmedabad offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Human Resource (HR) Jobs is a plus.