Are you looking for workforce management or WFM job vacancies in Kolkata? Do you prefer designing forecasts, building dashboards, and turning data into staffing plans? Fusion CX is hiring a Sr. Executives for Workforce Management & Reporting to own forecasting, advanced reporting and schedule optimization for our shared services processes in Kolkata, West Bengal.
About the Role
As a Sr. Executive – WFM & Reporting, you will produce daily/biweekly/monthly reports, build forecasts and dashboards, track attendance and break adherence, and partner with operations to translate data into capacity plans and process improvements.
Key Responsibilities
- Manage call volume reporting, daily attendance records and break schedules.
- Produce and maintain daily, biweekly and monthly internal and external reports.
- Build advanced Excel reports and forecasting models; create dashboards for stakeholders.
- Collaborate with operations to analyze gaps and recommend process changes.
- Support projects, data audits and ad-hoc analysis as required.
- Leverage WFM tools (IEX/CMS/Avaya) for data extraction and scheduling inputs.
Note: Duties may evolve with business needs.
- Education: Graduation (mandatory).
- Experience: Minimum 2 years in WFM, reporting, analytics, or contact center operations.
- Advanced Excel skills (formulas, pivot tables, lookup functions, basic macros).
- Familiarity with IEX, CMS, Avaya or similar workforce tools preferred.
- Strong attention to detail, ability to manage multiple reporting streams.
- Flexible for night shifts; WFO model.
- Excellent written and oral communication.
- Be part of a data-driven WFM team that shapes daily operational performance.
- Deepen expertise in forecasting, capacity planning and workforce optimization.
- Work on high-impact reporting that shapes operational decisions.
- Collaborate with global analytics and operations teams.
- Clear career progression into senior WFM, planning or analytics roles.
If you’re pursuing senior-level workforce management or WFM job vacancies in Kolkata and want to grow your WFM/reporting career in Kolkata, West Bengal, apply now and help shape how we staff and serve.
