Team Lead - WFM

Overview

Key Responsibilities

• Workforce Management
• Lead and manage a team of WFM executives handling real-time activities
• Monitor intraday performance to ensure service levels, occupancy, and adherence targets are met
• Manage staffing, breaks, and shrinkage to balance workload with available resources
• Perform intraday re-forecasting based on latest trend in inflow and adjust schedules accordingly
• Conduct daily and weekly performance reviews, ensuring all reports and updates are delivered accurately and on time
• Perform root cause analysis (RCA) for SLA deviations and share findings with leadership
• Track schedule adherence, absenteeism, and productivity trends, and recommend improvements
• Support ad-hoc business requests, reporting, and data analysis as required
• Coach, mentor, and cross-train team members to build flexibility and avoid single points of failure
• Foster a positive, high-performing team culture that encourages accountability and collaboration
• Identify and implement process improvement or automation opportunities to enhance efficiency
• Deliver continuous innovation for the business

Required Skills & Experience

• Minimum of 2 years of experience in Workforce Management, focusing on Real-Time Management and Scheduling
• Minimum of 1 year of experience in Team handling
• Strong understanding of WFM tools (e.g.: Genesys, IEX, Verint, NICE, Aspect, etc.)
• Excellent analytical, coordination, and communication skills
• Strong proficiency in Excel; experience with reporting tools like Power BI is a plus
• Flexible to work in shifts and weekends based on business requirements
• Key Attributes
• Strong leadership and team management skills
• Detail oriented, proactive, and calm under pressure
• Effective problem solving and decision making ability
• Collaborative and results driven mindset
• Ability to prepare and deliver clear, persuasive, and data-backed presentations to both WFM and non-WFM stakeholders

Benefits

• What’s in it for You?
• Employee Assistance Program (EAP): Confidential, free support for personal or work-related challenges—covering counseling, or financial guidance, and more—to help maintain well-being and performance.
• Term Life Insurance: Provides financial peace of mind for your loved ones with a fixed-coverage death benefit over a defined term. Affordable protection offered by your employer.
• Mediclaim (Health Insurance): Extensive coverage for medical expenses to ensure you and your family get the care you need when it matters.
• Meal Coupons: A tasty perk to fuel your workday—delicious meals or snacks on us!
• Learning & Development (L&D) Sessions: Continued growth through curated upskilling sessions—boosting your skills and career progression.

Diversity disclaimer