BPO Workforce Management (WFM) Needed

We are seeking an experienced and results-driven Workforce Management (WFM) Manager to lead a team of WFM/MIS Supervisors and Analysts supporting multiple clients across a dynamic, multi-site BPO environment.

The successful candidate will be responsible for end-to-end workforce planning, management information systems, reporting governance, operational support, and performance optimization. This role requires strong leadership, analytical expertise, stakeholder management, and a hands-on approach to driving operational excellence, client satisfaction, and financial performance.

Leadership & Team Management

• Lead, coach, mentor, and develop a team of WFM/MIS Supervisors and Analysts supporting multiple clients and locations.
• Foster a high-performance culture through effective performance management, career development, and employee engagement initiatives.
• Build team capability, succession plans, and talent retention strategies.

Workforce Management & Planning

• Oversee all workforce management functions, including forecasting, capacity planning, scheduling, and real-time management.
• Ensure optimal resource utilization while maintaining service level commitments and operational efficiency.
• Drive workforce planning strategies to support business growth and changing operational requirements.

MIS Reporting & Service Delivery

• Manage the delivery of accurate, timely, and insightful MIS and WFM reporting for internal and external stakeholders.
• Oversee reporting operations across 3–5 client accounts within a multi-site, multi-platform environment.
• Review, validate, and approve dashboards, scorecards, reports, and analytical outputs before distribution.
• Ensure data integrity, reporting governance, and adherence to reporting standards.

Operational & Client Management

• Partner closely with Operations, Clients, and Support Functions to achieve business objectives and service commitments.
• Act as a key escalation point for reporting and workforce-related issues, driving timely resolution and sustainable improvements.
• Provide strategic insights and recommendations to support decision-making and operational performance.
• Serve as a trusted advisor in client reviews, business discussions, and performance governance forums.

Performance & Financial Management

• Ensure achievement of all operational KPIs, SLAs, and client deliverables.
• Monitor financial performance, identify efficiency opportunities, and implement cost optimization initiatives.
• Develop and maintain performance scorecards, reporting frameworks, and management dashboards.
• Drive continuous improvement through process optimization, automation, analytics, and best-practice implementation.

Governance & Continuous Improvement

• Establish and standardize MIS and WFM processes, controls, and operational frameworks.
• Lead process reengineering, automation projects, and maturity improvement initiatives.
• Ensure compliance with data governance, confidentiality, security, and organizational policies.
• Promote a culture of accountability, innovation, and continuous improvement.