Team Lead – Workforce Management

About the role

The Workforce Management (WFM) Team Lead will oversee real‑time operations, ensuring smooth daily delivery and adherence to service level agreements. You will lead a team of WFM executives, drive performance, and maintain accuracy across all activities.

Key responsibilities

• Monitor intraday performance to meet service levels, occupancy, and adherence targets.
• Manage staffing, breaks, and shrinkage, balancing workload with available resources.
• Perform intraday re‑forecasting and adjust schedules based on latest trends.
• Conduct daily and weekly performance reviews, delivering accurate reports on time.
• Analyse root causes for SLA deviations and share findings with leadership.
• Coach, mentor and cross‑train team members to build flexibility and avoid single points of failure.

Required profile

• Minimum 2 years of experience in Workforce Management, focusing on real‑time management and scheduling.
• At least 1 year of experience leading a team.
• Strong analytical, coordination and communication skills.
• Ability to work flexible shifts and weekends as required.

Required skills

• Proficiency with WFM tools such as Genesys, IEX, Verint, NICE, Aspect.
• Advanced Excel skills; experience with Power BI is a plus.

What we offer

• Employee Assistance Program (confidential support for personal or work‑related challenges).
• Term life insurance and comprehensive mediclaim (health) coverage.
• Meal coupons and learning & development sessions.
• Commitment to diversity and equal opportunity.