Oversee Intraday Operations: Lead daily workforce management activities, monitoring real-time operational KPIs to ensure service levels, productivity, and customer experience targets are consistently met.

Drive Real-Time Decision Making: Identify operational risks and enact rapid contingency plans, staffing adjustments, and mitigation strategies during demand fluctuations, critical incidents, or system outages.

Balance Global Workloads: Manage volume allocation, queue health, and workforce distribution across internal business units, global sites, and third-party vendors.

Optimize Workforce Strategy: Develop and refine staffing, scheduling, skilling, and routing strategies to maximize workforce utilization and overall operational efficiency.

Govern Capacity Readiness Planning: Establish review mechanisms to assess workforce deployment decisions and capacity forecasts, ensuring operational preparedness and mitigating risks for project launches, events and peak seasons.

Lead Vendor Governance: Partner with vendor stakeholders and cross-functional leadership to conduct daily, weekly, and monthly business reviews, providing actionable recommendations to ensure contractual commitments are achieved.

Act as Primary Escalation Point: Serve as the definitive escalation contact for complex workforce-related operational decisions and performance challenges for both in-house teams and vendors.

Own Analytics Reporting: Manage operational reporting and performance dashboards, translating complex WFM data into actionable business insights for senior leadership.

Ensure Compliance Accuracy: Conduct routine operational audits to guarantee data integrity, process compliance, and the effectiveness of current WFM practices.

Spearhead Continuous Improvement: Identify performance gaps and drive process improvement, reporting automation, and simplification initiatives to enhance operational scalability.

Mentor and Develop Talent: Build team capability by coaching and mentoring WFM analysts, promoting industry best practices, and fostering a culture of knowledge sharing.

Drive Strategic Initiatives: Represent the WFM department as a subject matter expert in cross-functional projects, transitions, and broader strategic business initiatives

Advanced proficiency in MS Excel/GSheet

Strong understanding of Workforce Management concepts in KPO/BPO environments.

Minimum 7+ years of WFM experience -With strong focus on Realtime operations Scheduling, including 2 years of direct team management experience

Strong understanding of WFM tools

Excellent analytical, coordination, and communication skills

Strong proficiency in Excel; experience with reporting tools like Power BI is a plus

Flexible to work in shifts and weekends based on business requirements