We are hiring For AM - WFM

Role & responsibilities

Job Title: Assistant Manager Workforce Management (WFM) & MIS Experience Level: 3–4 Years
Department: Operations / WFM
Work Shift: Rotational Shifts (24/7 flexibility required)
Location: Turbhe Navi Mumbai 
Job Summary
We are looking for a proactive, analytical, and hands-on Assistant Manager – Core WFM & MIS to lead our Workforce Management operations and reporting team. In this role, you will oversee end-to-end capacity planning, real-time monitoring, scheduling, and comprehensive operational reporting.
The ideal candidate brings solid experience working in high-pressure environments with demanding clients, paired with strong leadership skills to guide, develop, and maintain high performance across both WFM and MIS functions.
Key Responsibilities
1. Core WFM Operations
 * Manage intraday, short-term forecasting, staffing models, and scheduling to meet strict client SLAs and KPIs.
 * Evaluate historical trends (shrinkage, attrition, call/ticket arrival patterns, AHT) to optimize scheduling and resource allocation.


2. MIS & Analytics Management
 * Lead and supervise the MIS team in generating timely, accurate daily, weekly, and monthly operational dashboards.
 * Design automated reporting workflows, client deliverables, billing reports, and internal performance scorecards.
 * Translate complex raw operational data into actionable insights for leadership and client-facing reviews (WBR/MBR).
 * Ensure data hygiene, report integrity, and quick turnaround times for ad-hoc analytical requests.
3. Team Leadership & People Management
 * Exercise strong command and oversight of WFM schedulers, real-time analysts, and MIS executives.
 * Conduct regular 1-on-1s, set clear performance benchmarks, handle escalations, and upskill team members on advanced Excel, SQL, and WFM tools.
 * Foster high accountability, ensuring error-free reporting and proactive floor management across all shifts.
4. Client & Stakeholder Management
 * Act as the primary WFM/MIS point of contact for demanding clients, managing tight deadlines and challenging deliverables with composure.
 * Defend operational assumptions, staffing recommendations, and variance reports during client calls.
 * Partner closely with Operations leaders, Quality, and Training teams to align workforce availability with ongoing business needs.
Candidate Profile & Qualifications
 * Experience: 3 to 4 years of proven hands-on experience in Workforce Management and MIS functions within a BPO/ITeS or fast-paced operations environment.
 * Shift Flexibility: Must be fully comfortable working flexible/rotational shifts, including night shifts and weekends, to support round-the-clock operations.
 * Technical Acumen:
   * Advanced MS Excel skills (Nested formulas, Power Query, Macros/VBA, Pivots, Data Modeling).
   * Working knowledge of WFM tools (e.g., NICE IEX, Verint, Aspect, Teleopti) and telephony/ticketing platforms (e.g., Avaya, Genesys, Zendesk, Salesforce).
   * Experience with BI/visualization tools (Power BI, Tableau) or SQL is an advantage.
 * Communication & Resilience: Outstanding verbal and written communication skills with the confidence to handle tough client conversations and high-pressure situations.
 * Leadership: Demonstrated ability to manage, motivate, and direct a team with clear authority, firmness, and empathy.

Preferred candidate profile