Mis Specialist

*WE ARE HIRING | GENERAL MANAGER BPO (MIS & WFM)*

Location: Sector 2, Noida

CTC: 1215 LPA

Experience: 10–15 Years

Industry: BPO / Contact Center

Employment Type: Full Time

We are looking for an experienced General Manager – MIS/WFM with strong expertise in BPO Operations, Inbound & Outbound processes, Workforce Management, MIS, Manpower Planning and Cost Optimization.

*Key Responsibilities:*

• Manage end-to-end Inbound & Outbound BPO operations
• Lead MIS & WFM functions and drive business KPIs
• Handle Manpower Planning, Forecasting, Capacity Planning & Scheduling
• Monitor SLA, AHT, Productivity, Occupancy, Utilization, Shrinkage & Attrition
• Drive manpower optimization and resource utilization
• Work closely with HR/Recruitment for hiring, ramp-up and manpower requirements
• Analyze daily/weekly/monthly MIS and drive corrective actions
• Drive process improvement, productivity and cost optimization
• Manage client relationships, escalations and performance reviews
• Prepare and present MIS/WFM dashboards and business reviews
• Support new process launches, transitions and ramp-ups
• Manage operational profitability, manpower cost and P&L

*Candidate Profile:*

10–15 years of BPO/Contact Center experience

3–5 years in Senior Operations Manager / AGM / GM level preferred

Strong hands-on experience in Inbound & Outbound processes

Strong knowledge of WFM, MIS & Manpower Planning

Experience handling large teams and multiple LOBs

Strong analytical, leadership and stakeholder-management skills

Advanced MS Excel / MIS Dashboard knowledge; Power BI preferred

Exposure to P&L, budgeting and cost optimization preferred

*Key Focus Areas:*

SLA | Productivity | AHT | WFM | MIS | Manpower Planning | Forecasting | Attrition | Shrinkage | Client Management | Cost Optimization | P&L

Interested candidates can share their updated CV. - [email removed]