Director, Workforce Management
Aspire Lifestyles —Gurugram, Haryana
- English
- Master's degree
- Presentation skills
2d
Operations Manager
NIRVASA HEALTHCARE PRIVATE LIMITED —Gurugram, Haryana
- ₹1,50,000 - ₹4,50,000 a year
- CRM software
- Marketing
- Salesforce
Quick apply
10d
Product Support Specialist
roblox —Gurugram, Haryana
- Monday to Friday
- CRM software
- Data analysis skills
- SQL
Purchase Executive
MachineStation.in India —Gurgaon H.O, Gurugram, Haryana
- ₹25,805.34 - ₹40,213.24 a month
- Full-time
- Hybrid work
- English
- Negotiation
- Health insurance
- Work from home
Quick apply
Assistant Vice President-Business Management -Professional Services
EXL Service —Gurugram, Haryana
- Full-time
- Microsoft Excel
- Management
- Salesforce
Manager Talent Acquisition
NIRVASA HEALTHCARE PRIVATE LIMITED —Gurugram, Haryana
- Management
- Master's degree
- Human resources
Quick apply
4585107-Assistant Manager
EXL Service —Gurugram, Haryana
- Full-time
- Customer service
- Microsoft Office
- Bachelor's degree
Team Leader - Operations
Elevate Hire Pvt Ltd —New Delhi District, Delhi
- ₹25,000 - ₹30,000 a month
- Full-time
- Sales
- Master's degree
- Bachelor's degree
- Health insurance
- Flexible schedule
Quick apply
5d
Cold Calling Executive (WFH)
Inventify Solutions —Jangpura, Delhi, Delhi
- ₹15,000 - ₹30,000 a month
- Part-time
- CRM software
- Sales
- Salesforce
Quick apply
6d
Travel Sales Executive
Sky Rebate Travels Pvt. Ltd —Gurugram, Haryana
- ₹25,000 - ₹40,000 a month
- Email
- Walk-in
- Sales
- Customer service
- English
- Commuter assistance
Quick apply
Tour Manager
Galaxy Flights —Gurugram, Haryana
- ₹30,000 - ₹60,000 a month
- Full-time
- Sales
- Customer service
- Bachelor's degree
Quick apply
Real Estate Salesperson
Taradevi's Enclave —Gurugram, Haryana
- Up to ₹12,00,000 a year
- Full-time
- Sales
- Customer service
- Bachelor's degree
Quick apply
Director, EPO, Mobilisation and Client Onboarding
MSM Unify —Gurugram, Haryana
- Full-time
- Remote
- PMP
4d
Business Support Specialist
NTT Ltd —Gurugram, Haryana
- Night shift
- Sales
- Team management
- Mentoring
- Commuter assistance
- Health insurance
1970743-Assistant Manager
EXL Service —Gurugram, Haryana
- Full-time
- Computer Science
- B.Sc
- Master's degree
3726774-Lead Assistant Manager
EXL Service —Gurugram, Haryana
- Full-time
- Computer Science
- B.Sc
- Master's degree
Senior Manager
EXL Service —Gurugram, Haryana
- Full-time
- Project management
- SharePoint
- APIs
3d
Senior Assistant Vice President-Business Management -Professional Services
EXL Service —Gurugram, Haryana
- Full-time
- Microsoft Excel
- Management
- Salesforce
Director, EPO, Service Delivery
MSM Unify —Gurugram, Haryana
- Full-time
- Remote
- Business Administration
- AI
5d
Business Transformation Manager
Accenture —Gurugram, Haryana
- Full-time
- Oracle
- Management
- ERP systems

I want to receive the latest job alerts for team lead bpo in gurugram haryana

By signing in to your account, you agree to SimplyHired's Terms of Service and consent to our Cookie and Privacy Policy.

Explore jobs in more locations

team lead bpo jobs near gurugram haryana

Assistant Vice President jobs in Borivali, Mumbai, Maharashtra

Psychology Assistant jobs in Mumbai, Maharashtra

Head Of School, Vice Principal, Principal jobs in Coimbatore, Tamil Nadu

Assistant Vice President jobs in Andheri West, Mumbai, Maharashtra

Assistant Vice President jobs in Gujarat

Assistant Vice President jobs in Chennai, Tamil Nadu

Assistant Professor, Physics jobs in Dehradun, Uttarakhand

Assistant Professor, Physics jobs in Kochi, Kerala

Assistant, Nursing Gda jobs in Guwahati, Assam

Assistant Leader jobs in Navi Mumbai, Maharashtra

Assistant Professor, Environmental Science jobs in Uttar Pradesh

Assistant Professor, Computer Science jobs in Patna, Bihar

Office Assistant jobs in Sinhgad Road, Pune, Maharashtra

Banking Operations jobs in Connaught Place, Delhi, Delhi

Operations Team Leader jobs in Indore, Madhya Pradesh

Operations Team Leader jobs in Pune, Maharashtra

Team Leader, Bpo jobs in Kolkata, West Bengal

Operations Team Leader jobs in Remote

Team Leader jobs in Pune, Maharashtra

Hotel Operations Manager jobs in Kochi, Kerala

Director, Workforce Management

Aspire Lifestyles -
Gurugram, Haryana

Apply Now

Job details

2 days ago

Qualifications

Succession planning
Statistics
Avaya
Call center
English
Master's degree
Presentation skills
Bachelor's degree
Forecasting
Predictive analytics
Business Administration
Workforce management
MBA
Leadership
Senior leadership

Full job description

Director, Workforce Management (WFM) – Delhi, India

Reporting Structure

Reports To: Program Director
Direct Reports: WFM Manager
Works Closely With: HR, Service Delivery, Learning Development & Quality, Compliance, Finance

Overall Purpose of the Role

The Director, Workforce Management (WFM) is responsible for the strategic direction, governance, and operational excellence of the WFM function at the Delhi site. The role owns workforce planning strategy, ensuring staffing, capacity, and scheduling frameworks align with business growth, client commitments, and cost efficiency objectives.

The position oversees all WFM disciplines including forecasting, scheduling, real-time operations, and analytics, while acting as a strategic partner to site leadership, clients, and cross-functional stakeholders.

Key Responsibilities

1. Strategic Workforce Planning & Capacity Management

Define and own the WFM strategy for the Delhi site.
Lead capacity planning and translate business forecasts into workforce plans.
Partner with Finance and Talent Acquisition on hiring plans and workforce investment decisions.
Develop capacity models covering growth, seasonality, shrinkage, and demand cycles.
Conduct workforce demand and supply analysis to identify staffing gaps and optimization opportunities.

2. Forecasting, Scheduling & Governance

Establish forecasting, scheduling, and shrinkage management standards.
Ensure accurate forecasting and optimized scheduling to meet SLA and financial targets.
Review and approve staffing models and capacity plans.
Drive predictive modelling and scenario planning best practices.
Own the WFM planning calendar and planning cycles.

3. Real-Time Operations & Performance Oversight

Oversee real-time performance monitoring and intraday management.
Ensure staffing optimization and adherence management.
Promote data-driven decision making across the WFM function.

4. Analytics, Reporting & Insights

Own WFM reporting governance and data accuracy.
Deliver insights on service levels, forecast accuracy, cost efficiency, shrinkage, and attrition.
Identify root causes of operational performance issues.
Improve dashboards, automation, and analytics capabilities.

5. Stakeholder Management & Client Engagement

Provide WFM leadership for strategic initiatives.
Act as senior WFM representative in client engagements and executive reviews.
Build partnerships with Operations, Finance, HR, and Technology teams.
Participate in account planning and business mobilization.
Serve as escalation point for workforce-related challenges.

6. Technology, Process Innovation & Governance

Govern WFM platforms (NICE, Verint, eWFM, Avaya).
Standardize WFM processes and governance frameworks.
Lead continuous improvement and automation initiatives.
Ensure data integrity, compliance, and audit readiness.

7. Leadership & Team Development

Lead, coach, and develop WFM Managers, Analysts, and Scheduling Specialists.
Define performance expectations and career development paths.
Drive succession planning and capability development.
Foster accountability, analytical rigor, and continuous improvement.

Key Metrics / Success Measures

Service Level / SLA achievement
Forecast accuracy
Schedule adherence
Shrinkage control
Cost per FTE
Staffing efficiency
Reporting accuracy and timeliness
Headcount planning effectiveness
Team performance and retention
Client satisfaction with WFM delivery

Requirements

Strong strategic leadership experience in WFM within Contact Centre/BPO environments.
Deep expertise in forecasting, capacity planning, scheduling, and real-time management.
Advanced knowledge of NICE, Verint, Avaya, eWFM or similar tools.
Strong stakeholder management and presentation skills.
Proven experience leading and developing WFM teams.
Strong commercial and operational understanding.
Experience in high-growth or fast-paced service environments.

Qualifications

12+ years of Workforce Management experience.
4–5+ years in senior leadership roles (Head of WFM, WFM Director, or equivalent).
Experience in multi-site or regional operations.
Bachelor's Degree in Business, Analytics, Statistics, Operations Management, or related field.
MBA or advanced degree preferred.
Proven WFM transformation and operational excellence experience.
Client-facing WFM delivery experience preferred.

Refine Your Search

team lead bpo jobs in gurugram haryana

I want to receive the latest job alerts for team lead bpo in gurugram haryana

Explore jobs in more locations

Reporting Structure

Overall Purpose of the Role

Key Responsibilities

1. Strategic Workforce Planning & Capacity Management

2. Forecasting, Scheduling & Governance

3. Real-Time Operations & Performance Oversight

4. Analytics, Reporting & Insights

5. Stakeholder Management & Client Engagement

6. Technology, Process Innovation & Governance

7. Leadership & Team Development

Key Metrics / Success Measures

Requirements

Qualifications

Language

Travel

Essential Job Duties and Responsibilities:

Description:

Footer