Vacancy for Work Force Management

Job Description:

Job Summary

The Assistant Manager – Workforce Management will be responsible for end-to-end workforce planning, attendance and attrition reporting, productivity analysis, and capacity planning for KPO operations. The role requires strong analytical skills, advanced Excel expertise, and close coordination with cross-functional teams to ensure optimal workforce utilization and operational efficiency.

Key Roles & Responsibilities (KRAs)

1. Attendance, Attrition & Reporting

• Prepare and publish daily attendance, leave, shrinkage, and attrition reports.
• Design and maintain dashboard views in MS Excel for management review.
• Ensure accuracy, timeliness, and data integrity across all workforce reports.

2. Productivity & Performance Dashboards

• Develop and maintain daily, weekly, and monthly productivity dashboards.
• Generate daily flash reports highlighting key metrics, risks, and trends.
• Analyze productivity data and share actionable insights with operations leadership.

3. Capacity & Manpower Planning

• Perform capacity planning and manpower forecasting based on business volumes and SLAs.
• Support short-term and long-term staffing plans aligned with business growth.
• Monitor utilization, shrinkage, and efficiency to recommend corrective actions.

4. Roster & Scheduling Management

• Prepare and manage rosters and shift schedules to meet operational requirements.
• Handle week-offs, leave planning, and schedule adherence.
• Support operational changes like ramp-ups, ramp-downs, and new process launches.

5. Stakeholder & Data Coordination

• Coordinate with Operations, HR, Training, Finance, and Technology teams to collate and validate workforce data.
• Act as a single point of contact for WFM-related data and reporting needs.

6. Tools & Automation

• Leverage advanced MS Excel (Pivot Tables, Power Query, Power Pivot, Macros preferred).
• Power BI knowledge will be an added advantage for advanced dashboards and automation.
• Identify opportunities to automate manual reporting processes.

Required Skills & Competencies

• Advanced proficiency in MS Excel (mandatory).
• Strong understanding of Workforce Management concepts in KPO/BPO environments.
• Analytical mindset with high attention to detail.
• Strong coordination and communication skills.
• Ability to work under tight timelines and manage multiple stakeholders.

Educational Qualification

• Graduate/Postgraduate in any stream, Management, Statistics, or a related field.

Experience

• 4–7 years of relevant experience in Workforce Management within a KPO/BPO/Shared Services environment. And have also handled team of 3-5 people.
• Prior experience in handling dashboards, capacity planning, and roster management is essential.

Key Performance Indicators (KPIs)

• Accuracy and timeliness of attendance, attrition, and productivity reports.
• Schedule adherence and utilization optimization.
• Effectiveness of manpower planning and capacity forecasting.
• Stakeholder satisfaction and reporting quality.