Workforce Management Specialist
3 weeks ago
Job title: Workforce Management (WFM)
Location: Gurugram (Hybrid)
Early joiner - 0-45 days only.
We are seeking an experienced Workforce Management (WFM) professional with 3–5 years of relevant experience , preferably from a BPO or Operations background . The ideal candidate will have hands-on expertise in productivity monitoring and real-time queue management , and a strong understanding of WFM processes and tools in a fast-paced, high-volume environment.
This role focuses on: Work allocation, Productivity monitoring, Issue resolution, Performance reporting
You will work closely with cross-functional teams (QA, Training, Tech, Ops) to ensure smooth workflow execution, SLA adherence, and continuous process improvement. You will also handle L3-level escalations and drive data-backed decisions using tools like Excel and Power BI.
What We’re Looking For:
- 3+ years of experience in WFM or operations planning
- Strong background in work allocation and queue/workflow management
- Proficiency in Excel , Power BI , and tools like OnBase or Salesforce
- Experience working in fast-paced operations and collaborating with leadership
- Excellent stakeholder management , communication , and problem-solving skills
Bonus Points:
- Six Sigma coursework or certification
- LOMA or relevant insurance certifications
Looking forward to discussing this opportunity with you Please feel free to share your resume to
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