BPO Team Lead

Job Title: WFM Lead

Location: Airoli, Navi Mumbai

CTC: Up to 10 LPA

Shift: Night shifts

Job Summary

The WFM Lead will manage Workforce Management (WFM) and Management Information System (MIS) operations to ensure timely, accurate, and actionable reporting. This role requires strong analytical ability, stakeholder coordination, and operational insight to deliver data-driven performance management.

Key Responsibilities

• Prepare accurate and timely MIS reports and dashboards as per stakeholder requirements.
• Collaborate with management, internal teams, and clients to understand and fulfill business information needs.
• Schedule and deliver reports and dashboards according to defined frequencies (weekly, monthly, quarterly).
• Conduct reviews with the MIS Team Lead to ensure complete accuracy before publishing reports or dashboards.
• Track and follow up with stakeholders for timely updates and data maintenance of key SLA metrics such as run-rate.
• Generate account-level reports (billable and non-billable) covering forecasting, scheduling (onshore/offshore), and performance versus SLAs, CSAT, and Quality.
• Ensure zero non-compliance across data security, audits, and process adherence.
• Support and implement tools and systems to improve MIS efficiency and reporting accuracy.
• Assist the manager with new initiatives to enhance productivity and reporting effectiveness.
• Provide updates to management on the progress of MIS projects and initiatives.
• Conduct regular maintenance and optimization of MIS systems to improve operational reliability.
• Learn and adopt new tools and technologies to enhance personal and team productivity.
• Strengthen analytical and statistical interpretation skills to improve data insights and quality of analysis.

Desired Candidate Profile

• 3–8 years of experience in Workforce Management and MIS, preferably within shared services or BPO environments.
• Strong analytical thinking with hands-on experience in Excel, PowerPoint, and BI tools.
• Excellent communication and stakeholder management skills.
• Willingness to work in night shifts and meet time-critical deliverables.
• Attention to detail with commitment to data accuracy and compliance.
• Knowledge of forecasting, scheduling, and SLA performance tracking is advantageous.

Interested Candidates can share their Resume at jyoti@globalitsolutions.net.in or Whatsapp at 9147769531.