We are looking for an experienced Workforce Management (WFM) Executive to manage workforce planning, employee scheduling, attendance monitoring, real-time operations, and staffing requirements for our BPO operations.
The candidate should have strong analytical skills and practical experience in roster management, forecasting, scheduling, shrinkage control, and operational reporting.
Key Responsibilities
- Prepare and manage weekly and monthly employee rosters based on business requirements.
- Monitor employee attendance, login hours, breaks, absenteeism, late arrivals, and schedule adherence.
- Manage real-time workforce requirements and coordinate with operations teams to address staffing gaps.
- Track employee productivity, occupancy, utilization, shrinkage, and service-level performance.
- Prepare workforce forecasts based on expected call volumes, workload, and client requirements.
- Ensure adequate staffing across different shifts and processes.
- Manage shift changes, weekly offs, leaves, and roster adjustments in coordination with operations and HR.
- Monitor planned and unplanned shrinkage and recommend corrective actions.
- Prepare and share daily, weekly, and monthly WFM reports with management.
- Identify understaffing, overstaffing, absenteeism, and scheduling concerns in advance.
- Maintain accurate workforce data and employee records in the HRM/WFM system.
- Coordinate with team leaders, supervisors, HR, and operations managers regarding workforce requirements.
- Support management in capacity planning and manpower allocation.
- Ensure schedules and workforce decisions meet client service-level and operational requirements.
Required Skills and Experience
- 2–4 years of relevant experience in Workforce Management within a BPO, contact centre, or customer support environment.
- Hands-on experience in roster planning, scheduling, attendance management, and real-time monitoring.
- Good understanding of shrinkage, occupancy, utilization, service levels, and staffing calculations.
- Strong working knowledge of Microsoft Excel or Google Sheets.
- Ability to prepare and analyse operational and workforce reports.
- Good communication and coordination skills.
- Ability to manage multiple processes, shifts, and changing workforce requirements.
- Strong attention to detail and ability to work with accurate data.
- Willingness to work in night shifts as per business requirements.
Preferred Candidate
- Immediate joiner or candidate with a short notice period.
- Experience working in a BPO or contact-centre environment.
- Comfortable working from the Mohali office.
- Able to handle workforce planning independently and coordinate effectively with operations teams.
Pay: ₹20,000.00 - ₹30,000.00 per month
Benefits:
Work Location: In person
