Manager

Role & responsibilities

Lead the MIS & Workforce Management (WFM) function for multiple clients, driving reporting accuracy, forecasting efficiency, and operational excellence. Oversee a team of analysts and supervisors to deliver insightful data, meet KPIs/SLAs, and support business decision-making. Partner with Operations and Clients to ensure performance, productivity, and financial goals are achieved through data-driven strategies.

• Heads a team of WFM/MIS Supervisors and/or MIS Analysts to support Operations Essential Duties & Responsibilities: Responsible for MIS & WFM Reporting & Service Delivery to Internal & External Customers Manages a MIS team for 3 to 5 clients.
• Effectively leads and mentor the team to support Ops. Directly manages MIS processes, Client KPIs and Financial performance in a multi-site, multi-platform.
• Should be well equipped with all WFM related aspects, forecasting, capacity planning. Serves as a checkpoint and reviewer of MIS processes, practices and output.
• Takes ownership, engages with Ops team and drives improvement/resolution by developing plans, processes, recommending solutions/strategies and ensuring execution.
• Ensures the business targets in-terms of KPI/SLA are met along with the financials goals Develop processes, scorecards and performance plans for effective team management.

Minimum Work Experience:

• 6 years in Workforce Management in a multi-site, multi-client, BPO environment.
• 2 years as Manager handling multiple programs of various sizes and complexities.
• Skills Requirements: Strong sense of personal stake and urgency in day to day management. Ability to forge positive, objective relationships with Operations and Support teams.
• Adapt, thrive and multitask in a demanding workplace while managing conflicting and shifting priorities. Ability to foresee, dissect and fix problems using data-driven approach and common sense.
• Effectiveness in presenting to and persuading different levels in the organization. Experience in creating compelling analysis, reports for clients, internal reviews.
• Must be diplomatic, resilient, positive and enterprising in resolving conflicts and disagreements.