WFM Analyst & Team Lead
This role at HCLTech in Chennai involves managing and optimizing workforce management and telephony systems, specifically within the NICE ecosystem. The successful candidate will handle dialer campaign management, IVR configuration, and performance monitoring to align operations with business demand. Responsibilities span across WFM administration, capacity planning, and incident management for contact center operations. This is a technical operations role requiring strong analytical skills and platform administration experience.
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Experience
3-10 years
Function
Operations
Work mode
Onsite, India
Company
Tier 2
What you will work on
This role at HCLTech in Chennai involves managing and optimizing workforce management and telephony systems, specifically within the NICE ecosystem. The successful candidate will handle dialer campaign management, IVR configuration, and performance monitoring to align operations with business demand. Responsibilities span across WFM administration, capacity planning, and incident management for contact center operations. This is a technical operations role requiring strong analytical skills and platform administration experience.
TAL's take
Solid tier-2 role in operations; well-defined responsibilities but lacks high-growth signals or innovation focus.
Clear focus on WFM administration and NICE platform management despite the job covering multiple related analyst functions.
Salaries at HCLTech
15.8 LPA average
Based on 15 Grapevine salary entries for HCLTech.
Other roles
0 - 2 years | E1
18 LPA average
Range: 18 - 18 LPA
Other roles
2 - 4 years | E1
5 LPA average
Range: 4 - 6 LPA
Consulting
4 - 6 years | L2
17 LPA average
Range: 17 - 17 LPA
Other roles
4 - 6 years | L2
15 LPA average
Range: 7 - 24 LPA
Must haves
- 3-10 years of experience
- Experience with NICE WFM or NICE CXone
- Knowledge of contact center telephony, IVR, and dialer systems
- Understanding of forecasting, scheduling, and intraday management
- Ability to monitor and troubleshoot platform performance
Tools and skills
About the company
Established global IT services firm with massive scale but not a top-tier product eng brand.
Posts mentioning HCLTech
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Massive Drop in LLM Costs Fuels AI Deals
- HCLTech CEO C Vijayakumar announced an 85% reduction in the cost of using large language models (LLMs) since early 2023. - The company reported significant AI and generative AI deals in Q3, totaling $2.1 billion, though exact numbers were not disclosed. - Vijayakumar highlighted the growing momentum in AI, with increasing customer interactions in AI labs and opportunities in agentic AI. Source: [MoneyControl](https://www.moneycontrol.com/news/business/cost-of-using-llms-have-dropped-over-85-since-early-2023-making-more-use-cases-viable-hcltech-ceo-c-vijayakumar-12909830.html#google_vignette)
Variable pay in HCLtech
When do we get the variable pay in hcltech and what would be percentage for variable pay