Associate Vice President

Designation: Associate Vice President (WFM, MIS & Automation)
Department: Business Excellence
Work Model: Work from Office
Shift: UK Shift ( 2PM-11 PM / 3PM-12AM)
Location: Airoli, Navi are seeking a transformational leader as AVP - WFM, MIS & Automation to architect and drive resource planning, advanced analytics, reporting, and automation excellence across our BPO operations. The successful candidate will demonstrate robust expertise in scalable workforce management frameworks, innovation-driven problem solving, and adaptive capacity planning in dynamic environments.

Key Responsibilities
Workforce Management & Planning

• Design scalable structures and frameworks to enable resource planning, capacity management, and MIS processes that can adapt as operations grow.
• Lead and manage the complete Resource Planning function, including long-term and short-term forecasting, scheduling, capacity planning, and staffing optimization.
• Develop and implement strategic WFM and capacity planning models to respond rapidly to shifting business needs and evolving client requirements.
• Oversee development and continuous refinement of flexible forecasting and staffing models that anticipate service delivery, cost implications, and business transformation.

Technology, Innovation & Automation

• Drive a culture of technology adoption and continuous innovation in WFM and MIS solutions, leveraging next-generation automation for scale and efficiency.
• Identify, evaluate, and implement automation opportunities, streamlining processes and reporting to reduce manual effort and improve decision accuracy.
• Champion digital toolsets and analytics platforms to enhance data-driven workforce management and reporting capabilities.

Capacity Planning & Adaptive Execution

• Lead effective capacity planning practices across teams and functions, ensuring optimal allocation of resources within fluctuating environments and business priorities.
• Collaborate deeply across Operations, HR, and Business Leadership to address complex staffing challenges and to scale workforce plans for variable demand.
• Ensure high standards of governance and communication with stakeholders regarding forecast accuracy, performance metrics, and evolving capacity requirements.

MIS Governance & Reporting

• Develop and oversee best-in-class MIS frameworks, ensuring the integrity, timeliness, and strategic value of operational reporting.
• Drive process excellence and transparency through continuous enhancement of performance dashboards and data visualization for senior leadership.

Performance Management & Team Development

• Mentor and develop WFM and MIS teams, building high-impact capabilities aligned with organizational metrics and strategic goals.
• Ensure ongoing alignment of service operations with SLA, productivity, cost, and revenue objectives.

Continuous Improvement

• Proactively identify and drive improvements in scheduling efficiency, forecast precision, and operational agility to maximize revenue and minimize cost.
• Support procedural reviews, impact analysis, and staffing forecast adjustments in partnership with cross-functional teams.

Skillset Requirements

• 15+ years' progressive experience in Workforce Management, Resource Planning, or Demand-Supply Management, preferably in a BPO/KPO environment.
• Demonstrated ability to design scalable workforce planning and MIS structures suitable for complex, fast-changing settings.
• Strong technology and innovation orientation; hands-on experience implementing new systems, automating processes, and adopting advanced analytics.
• Exceptional capacity planning skills across diverse teams and fluctuating operational contexts.
• Excellent communication, analytical thinking, and strategic leadership abilities.
• Robust understanding of statistical models, AI/ML-based forecasting, and new-generation WFM technologies.
• Proven experience building and governing MIS reporting frameworks, automation (RPA/AI), and enabling system enhancements.

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