Manager-Workforce Management-WFM

As a Manager of a team of WFM/MIS Supervisors and/or MIS Analysts, your role will involve: - Leading and mentoring a team to support Operations, managing MIS processes, Client KPIs, and Financial performance across multiple clients and platforms. - Being well-versed in all WFM related aspects such as forecasting and capacity planning. - Serving as a checkpoint and reviewer of MIS processes, practices, and output, and driving improvement by developing plans, processes, recommending solutions/strategies, and ensuring execution. - Ensuring business targets in terms of KPI/SLA are met along with financial goals, and developing processes, scorecards, and performance plans for effective team management. Key Responsibilities: - Responsible for MIS & WFM Reporting & Service Delivery to Internal & External Customers. - Managing a MIS team for 3 to 5 clients. - Taking ownership, engaging with Ops team, and driving improvement/resolution. - Developing processes, scorecards, and performance plans for effective team management. Qualifications Required: - Minimum 6 years of Workforce Management experience in a multi-site, multi-client, BPO environment. - 2 years of experience as a Manager handling multiple programs of various sizes and complexities. - Strong interpersonal skills with the ability to forge positive, objective relationships with Operations and Support teams. - Ability to manage conflicting priorities, foresee problems, and fix them using a data-driven approach. - Proficiency in basic arithmetic and statistical concepts with a strong logical ability desired. - Must be diplomatic, resilient, positive, and enterprising in resolving conflicts and disagreements. - Ability to motivate, retain, and attract talent, and be flexible with extending shifts when needed.,