Manager-Workforce Management-WFM

Job Description : Heads a team of WFM/MIS Supervisors and/or MIS Analysts to support Operations Essential Duties & Responsibilities: Responsible for MIS & WFM Reporting & Service Delivery to Internal & External Customers Manages a MIS team for 3 to 5 clients. Effectively leads and mentor the team to support Ops. Directly manages MIS processes, Client KPIs and Financial performance in a multi-site, multi-platform. Should be well equipped with all WFM related aspects, forecasting, capacity planning. Serves as a checkpoint and reviewer of MIS processes, practices and output. Takes ownership, engages with Ops team and drives improvement/resolution by developing plans, processes, recommending solutions/strategies and ensuring execution. Ensures the business targets in-terms of KPI/SLA are met along with the financials goals Develop processes, scorecards and performance plans for effective team management. Key Metrics and Scorecard: KPI/SLA Scorecard Ops Feedback Supervisor Feedback Job Specifications (Qualifications, Skills and Experience) Minimum Work Experience: 6 years in Workforce Management in a multi-site, multi-client, BPO environment. 2 years as Manager handling multiple programs of various sizes and complexities. Skills Requirements: Strong sense of personal stake and urgency in day to day management. Ability to forge positive, objective relationships with Operations and Support teams. Adapt, thrive and multitask in a demanding workplace while managing conflicting and shifting priorities. Ability to foresee, dissect and fix problems using data-driven approach and common sense. Appetite for challenges; driving projects, improvement opportunities, maturity models etc.  Effectiveness in presenting to and persuading different levels in the organization.  Experience in creating compelling analysis, reports for clients, internal reviews.  Must demonstrate thorough, swift and decisive approach to problem solving. Must be diplomatic, resilient, positive and enterprising in resolving conflicts and disagreements. Proficiency in basic arithmetic and statistical concepts and strong logical ability desired. Must be tactically involved and hands on where needed. Ability to motivate, retain and attract talent. Flexible with extending shifts when needed.

Lead, coach, and develop a team of MIS/WFM Supervisors and Analysts supporting multiple clients and sites.

Drive end-to-end delivery of MIS and WFM reporting, ensuring accuracy, timeliness, and data integrity.

Oversee forecasting, capacity planning, scheduling, and real-time management to optimize resource utilization.

Partner with Operations and Client stakeholders to ensure KPIs, SLAs, and business targets are consistently achieved.

Review and validate all MIS outputs, dashboards, and reports before submission to internal and external customers.

Monitor financial performance, identify improvement opportunities, and implement data-driven solutions to achieve efficiency and cost targets.

Develop, standardize, and implement reporting processes, scorecards, and performance management frameworks.

Drive continuous improvement initiatives through process reengineering, automation, and performance analytics.

Serve as a key liaison between Operations, Clients, and Senior Management for reporting insights and strategic discussions.

Ensure compliance with data governance, security, and confidentiality standards across all MIS and WFM activities.

Motivate, retain, and grow team talent through effective performance management, feedback, and career development initiatives.

Maintain flexibility in managing shifting priorities, business demands, and extended support requirements when needed.

Any Graduate