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Workforce Manager

3 months ago

Udaipur, Rajasthan, India Zigsaw Full time
Job Description

Experience required: 3+ Years

Location: Udaipur

Role & Responsibilities:

  • Develop and implement workforce management strategies to forecast schedule and manage staffing levels based on business needs and client requirements.
  • Utilize workforce management tools and technologies to optimize resource utilization, minimize costs, and enhance productivity across different BPO processes.
  • Analyze historical data trends and patterns to forecast future workload and staffing requirements accurately.
  • Collaborate with operations, recruitment, and training teams to ensure alignment between staffing levels, skill sets, and operational demands.
  • Lead the development and maintenance of key performance indicators (KPIs) and metrics to measure operational performance, efficiency, and quality.
  • Generate timely and accurate MIS reports, dashboards, and analytics to provide insights into operational performance, identify areas for improvement, and support decision making.

Drive process improvements and operational excellence initiatives to enhance productivity, streamline workflows, and meet or exceed client service level agreements (SLAs).


  • Conduct regular reviews and audits of workforce management processes, systems, and procedures to ensure compliance with company policies, industry standards, and regulatory requirements.
  • Mentor, coach, and develop a high-performing team of WFM and MIS professionals, fostering a culture of collaboration, accountability, and continuous learning.
  • Stay updated on industry trends, best practices, and emerging technologies in workforce management, MIS, and BPO operations to recommend innovative solutions.
  • Graduate/Post Graduate in any relevant field.
  • Proven experience of 3+ years in workforce management, MIS, or related roles.
  • Ability to present information concisely with proficiency in data analysis, forecasting, and statistical modeling, and identify key issues clearly; analytical skills; creativity; and innovative attitude.
  • In-depth knowledge of workforce management principles, methodologies, and tools (e.g., WFM software, forecasting models, scheduling algorithms).

  • Excellent communication skills with the ability to convey complex information clearly and concisely to diverse stakeholders.
  • Demonstrated leadership capabilities with a track record of effectively leading and motivating teams to achieve operational objectives.
  • Advanced proficiency in Microsoft Excel, SQL, and other data analysis and visualization tools.
  • Ability to thrive in a fast-paced, dynamic environment with a customer-centric focus and a commitment to delivering high-quality results.
  • Strong attention to detail, problem-solving skills, and the ability to make data-driven decisions under pressure.