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Job Title: Workforce Management (WFM) Lead Location: Kochi Reports To: Manager – BI Work Type: Full-Time Department: Business Intelligence – WFM Job Overview: We are seeking a skilled and detail-oriented WFM Lead with proven experience in VBA Macros and solid background in BPO operations. Exposure to the healthcare domain will be an added advantage. The candidate will be responsible for workforce forecasting, scheduling, real-time analysis, and automation efforts within a healthcare delivery setup, helping to ensure optimal performance, compliance, and service excellence. Key Responsibilities: • Workforce Management & Planning: o Develop and maintain short-term and long-term forecasts based on historical healthcare volume. o Perform real-time monitoring and intraday analysis to optimize staffing levels and meet TATs, and productivity targets. o Conduct variance analysis between forecasts and actuals; initiate capacity adjustments and process improvement recommendations. Analyze forecast vs. actual variances and initiate corrective measures o Align workforce strategies with management expectations and process KPIs. o Prepare and deliver daily/weekly/monthly reports and dashboards to stakeholders. • VBA Macros & Automation: o Design, build, and maintain VBA Macro-enabled tools for automating workforce and operations reporting in Excel and Access. o Automate tasks such as schedule generation, capacity utilization reports, attendance trackers, and performance dashboards. o Integrate macros with healthcare datasets to streamline WFM processes. o Troubleshoot and enhance existing macros for greater reliability and scalability. o Develop clear documentation and user guides for macro-enabled tools. • Healthcare Domain Exposure: o Understand and apply healthcare operational metrics including Claims Process TATs, AHT, Denial Rates, SLAs o Ensure WFM practices align with healthcare regulatory standards such as HIPAA and CMS guidelines. o Collaborate with healthcare process owners to align staffing with patient/member needs. o Provide operational support across healthcare verticals like payer services, clinical coordination, and RCM. • Leadership & Stakeholder Collaboration: o Act as a liaison between WFM, Operations, Quality, and IT teams. o Provide mentoring to junior analysts. o Drive continuous improvement through automation and analytics. o Participate in business reviews and capacity planning meetings. Qualifications & Experience: • Bachelor’s degree or in a related field (or equivalent experience). • Minimum 4 – 7 years of experience in Workforce Management, with at least 2+ years in a healthcare BPO/KPO or clinical support setting. • Should be Lead for minimum 1 year on papers. • Proven expertise in VBA Macros development and Excel automation. • Exposure to healthcare operations such as claims processing, provider/member support, or clinical documentation. Technical Skills: • Advanced Excel and VBA Macro programming. • Strong data handling and reporting skills. • Familiarity with WFM platforms. • Knowledge of Power BI, SQL, MS Access, or Python is a plus. Working Conditions: • Full-time position and Only Work from Office • Should be from BPO / Healthcare Industry Show more Show less
