Job Description

Roles and Responsibilities Manage workforce management (WFM) operations for efficient scheduling and resource allocation. Collaborate with stakeholders to identify process improvements and implement changes that drive efficiency gains. Develop and maintain capacity plans to meet business requirements, utilizing tools like IEX and Power BI. Provide MIS reporting on WFM metrics, including headcount analysis and performance tracking. Ensure compliance with regulatory requirements and internal policies related to staffing levels. Desired Candidate Profile 8-12 years of experience in WFM or similar role in BPO/BPM industry. MBA/PGDM degree from a reputable institution. Strong understanding of Capacity Planning, Scheduling, Resource Planning, Workforce Management principles. Proficiency in using IEX software for demand forecasting and planning.