Malhir is a customer operations and verification services organization supporting enterprise clients across multiple industries. With more than three decades of operating experience, the company focuses on structured service delivery, strong operational governance, and building scalable teams that support long-term client relationships.
Location Sunrise Business Park, Thane, Mumbai Work Model Full-Time | In-Person Schedule 6 Days |
Role Synopsis Be part of a team that shapes how work — and technology — flows across the organization. This role blends data, people, systems, and performance to ensure the right staffing at the right time and the right technical support to keep operations running smoothly. You will use insights and real-time decisions to improve efficiency, enhance employee experience, and drive seamless operations, while also serving as the go-to person for IT support across the floor.
Key Responsibilities
● Scheduling & Forecasting: Update employee schedules to ensure adequate coverage and meet service level agreements (SLAs); forecast call volumes and manage staffing using WFM tools (NICE, IEX, Verint, Aspect/Genesys). Manage attendance, schedules, and workforce data to ensure accuracy and smooth day-to-day operations.
● Capacity Management & Utilisation: Plan and manage staffing capacity and utilisation levels in line with business requirements and volume forecasts, ensuring optimal deployment of resources across shifts.
● Real-Time Monitoring: Monitor service levels and performance metrics in real time; make necessary adjustments to staffing and schedules as needed to meet daily expectations of Net Delivered Hours, and suggest process improvements.
● Root Cause Analysis: Conduct root cause analysis on rostering gaps, overtime trends, and shrinkage; identify datadriven insights through deep dives and translate findings into clear, actionable plans.
● Reporting & Data Analysis: Analyze workforce and operational data and prepare hourly, daily, weekly, and monthly performance reports and dashboards (Excel, Power BI/Tableau, PowerPoint), highlighting key metrics and trends to management.
● IT Support: Provide IT support and resolve technical issues (Windows/Linux, networking, hardware); manage and track issues through IT ticketing systems with deep-dive troubleshooting on software/hardware issues; create user IDs, build and configure laptops for the team, and manage login-related issues.
● Systems & Infrastructure: Monitor systems, backups, and performMalhir is hiring at Wagle estate, Thane.
Systems & Infrastructure: Monitor systems, backups, and perform basic server tasks to keep floor operations running without disruption; ensure hardware issues are checked and actioned in a timely manner, with a focus on First Call Resolution (FCR).
● Collaboration: Work closely with Operations, Training, and HR teams to ensure alignment on staffing needs and employee availability.
● Communication: Serve as the point of contact for all workforce and IT-related inquiries, and communicate scheduling or system changes effectively to staff. Desired Candidate Profile
● Hands-on experience as a Workforce Manager/Executive with WFM tools such as NICE, IEX, and Genesys.
● Strong analytical skills, with the ability to conduct data deep-dives, root cause analysis, and build clear action plans.
● Good presentation skills, including proficiency in PowerPoint.
● Excellent organisational and multitasking skills.
● Strong sense of ownership, accountability, and communication as well as interpersonal skills.
● Familiarity with WFM tools, dashboards, or MIS reporting is an advantage.
● Comfortable troubleshooting IT/hardware issues (Windows/Linux, networking) alongside core WFM duties.
● Good English communication.
Education and Experience ● Bachelor’s degree in IT, or Graduation in any related field.
● 1 – 4 years of experience in Workforce Management, IT support, or operations support; freshers with relevant skills may also apply.
● Proficient in WFM software and tools (e.g., NICE, IEX, Genesys/Aspect).
● Working knowledge of data analysis and reporting tools (Excel, Power BI/Tableau, PowerPoint).
Benefits ● Health / Medical Insurance.
What Success Looks Like at Malhir
● Adapting quickly to feedback and contributing to process improvements.
● Collaborating effectively with team members to achieve shared goals.
● Growing into higher responsibilities and career advancement opportunities within the organization.
Pay: From ₹500,000.00 per year
Work Location: In person
