Team Lead, WFM Real Time

Job Summary – WFM Lead

The WFM Lead is responsible for overseeing end-to-end workforce management functions including forecasting, capacity planning, scheduling, and real-time performance management. This role ensures optimal staffing, drives operational efficiency, and leads a team of WFM analysts/schedulers to meet service level targets while controlling costs and improving customer experience.

Key Responsibilities

Leadership & Team Management

• Lead, mentor, and develop a team of WFM analysts, schedulers, and RTAs
• Set performance goals, conduct reviews, and drive capability building
• Ensure adherence to WFM best practices and standard operating procedures

Forecasting & Capacity Planning

• Oversee short-term and long-term forecasting (volume, AHT, workload)
• Develop hiring plans and staffing strategies aligned with business goals

Scheduling & Resource Optimization

• Ensure creation of efficient schedules that meet SLAs and occupancy targets
• Review and approve shift plans, leave management, and shrinkage assumptions
• Drive continuous improvement in schedule efficiency and flexibility

Real-Time Management Oversight

• Supervise intraday operations and ensure proactive adjustments
• Guide RTAs in managing queue performance, staffing gaps, and contingencies
• Escalate risks and recommend mitigation strategies

Stakeholder Management

• Partner with Operations, HR, Finance, and Training teams
• Provide insights and recommendations on staffing, productivity, and costs
• Present WFM performance metrics and strategic insights to leadership

Reporting & Analytics

• Own WFM reporting suite (forecast accuracy, service levels, shrinkage, utilization)
• Analyze trends and identify opportunities for process improvement
• Drive data-backed decision-making across operations

Process Improvement & Automation

• Identify and implement process improvements in WFM workflows
• Drive automation initiatives (Excel, VBA, Python, WFM tools)
• Standardize reporting and scheduling practices

Compliance & Governance

• Ensure compliance with labor laws, company policies, and contractual obligations
• Maintain data integrity and audit readiness within WFM systems

Required Skills & Competencies

• Strong leadership and team management capabilities
• Advanced analytical and problem-solving skills
• Expertise in WFM tools (NICE, Verint, Genesys, Aspect, etc.)
• Advanced Excel / data handling skills (pivot tables, macros preferred)
• Deep understanding of contact center metrics (SLA, AHT, occupancy, shrinkage, adherence)
• Strong communication and stakeholder management skills
• Ability to manage ambiguity and drive decisions in a fast-paced environment

Qualifications

• Bachelor’s degree in Commerce, Operations, Analytics, or related field
• 4–8 years of experience in Workforce Management, with at least 1–2 years in a leadership role
• Experience in BPO / contact center / shared services environment preferred

Key Performance Indicators (KPIs)

• Forecast accuracy (volume, AHT)
• Service level attainment
• Schedule efficiency and adherence
• Shrinkage and occupancy management
• Cost efficiency (FTE optimization, overtime control)
• Team performance and engagement

About TTEC

Our business is about making customers happy. That’s all we do. Since 1982, we’ve helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world’s leading iconic and disruptive brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way.