Job Description

Lead the MIS & Workforce Management (WFM) function for multiple clients, driving reporting accuracy, forecasting efficiency, and operational excellence. Oversee a team of analysts and supervisors to deliver insightful data, meet KPIs/SLAs, and support business decision-making. Partner with Operations and Clients to ensure performance, productivity, and financial goals are achieved through data-driven strategies.
Minimum Work Experience:

• 6 years in Workforce Management in a multi-site, multi-client, BPO environment.
• 2 years as Manager handling multiple programs of various sizes and complexities.

Skills Requirements:

• Strong sense of personal stake and urgency in day to day management.
• Ability to forge positive, objective relationships with Operations and Support teams. Adapt, thrive and multitask in a demanding workplace while managing conflicting and shifting priorities.
• Ability to foresee, dissect and fix problems using data-driven approach and common sense. Appetite for challenges; driving projects, improvement opportunities, maturity models etc.
• Effectiveness in presenting to and persuading different levels in the organization.
• Experience in creating compelling analysis, reports for clients, internal reviews. Must demonstrate thorough, swift and decisive approach to problem solving.
• Must be diplomatic, resilient, positive and enterprising in resolving conflicts and disagreements.
• Proficiency in basic arithmetic and statistical concepts and strong logical ability desired.
• Must be tactically involved and hands on where needed.
• Ability to motivate, retain and attract talent.
• Flexible with extending shifts when needed

• Lead, coach, and develop a team of MIS/WFM Supervisors and Analysts supporting multiple clients and sites.
• Drive end-to-end delivery of MIS and WFM reporting, ensuring accuracy, timeliness, and data integrity.
• Oversee forecasting, capacity planning, scheduling, and real-time management to optimize resource utilization.
• Partner with Operations and Client stakeholders to ensure KPIs, SLAs, and business targets are consistently achieved.
• Review and validate all MIS outputs, dashboards, and reports before submission to internal and external customers.
• Monitor financial performance, identify improvement opportunities, and implement data-driven solutions to achieve efficiency and cost targets.
• Develop, standardize, and implement reporting processes, scorecards, and performance management frameworks.
• Drive continuous improvement initiatives through process reengineering, automation, and performance analytics.
• Serve as a key liaison between Operations, Clients, and Senior Management for reporting insights and strategic discussions.
• Ensure compliance with data governance, security, and confidentiality standards across all MIS and WFM activities.
• Motivate, retain, and grow team talent through effective performance management, feedback, and career development initiatives.
• Maintain flexibility in managing shifting priorities, business demands, and extended support requirements when needed.

Skills Required