Manager | Workforce Management MIS | BPO |5|7 yrs

Job Description:

Role & responsibilities:

- Develop and implement workforce management strategies to effectively forecast schedule and manage staffing levels based on business needs and client requirements.

- Utilize workforce management tools and technologies to optimize resource utilization minimize costs and enhance productivity across different BPO processes.

- Analyze historical data trends and patterns to forecast future workload and staffing requirements accurately.

- Collaborate with operations recruitment and training teams to ensure alignment between staffing levels skill sets and operational demands.

- Lead the development and maintenance of key performance indicators (KPIs) and metrics to measure operational performance efficiency and quality.

- Generate timely and accurate MIS reports dashboards and analytics to provide insights into operational performance identify areas for improvement and support decisionmaking.

- Drive process improvements and operational excellence initiatives to enhance productivity streamline workflows and meet or exceed client service level agreements (SLAs).

- Conduct regular reviews and audits of workforce management processes systems and procedures to ensure compliance with company policies industry standards and regulatory requirements.

- Mentor coach and develop a high-performing team of WFM and MIS professionals fostering a culture of collaboration accountability and continuous learning.

- Stay versed of industry trends best practices and emerging technologies in workforce management MIS and BPO operations to recommend innovative solutions and strategies.

Education/Experience:

Education and Skills:

- Graduate/Post Graduate in any relevant field.

- Proven experience of 5+ years in workforce management MIS or related roles within the BPO industry.

- Ability to present information concisely with proficiency in data analysis forecasting and statistical modeling and identify key issues clearly analytical skills creativity and innovative attitude.

- In-depth knowledge of workforce management principles methodologies and tools (e. WFM software forecasting models scheduling algorithms).

- Excellent communication skills with the ability to convey complex information clearly and concisely to diverse stakeholders.

- Demonstrated leadership capabilities with a track record of effectively leading and motivating teams to achieve operational objectives.

- Advanced proficiency in Microsoft Excel SQL and other data analysis and visualization tools.

- Ability to thrive in a fast-paced dynamic environment with a customer-centric focus and a commitment to delivering high-quality results.

- Strong attention to detail problem-solving skills and the ability to make data-driven decisions under pressure.