Lexvia Inc.
Website:
lexvia.ai
Job details:
Position: Assistant Manager / Manager – Workforce Management (WFM)
Reports to: Operations Head / WFM Lead
Experience: 5+ years (including 3+ years managing a team)
Location: Jabalpur
Summary
We are looking for an experienced Workforce Management professional with 5+ years of experience in WFM functions within a KPO/BPO environment. This role is ideal for someone who is data-driven, operationally strong, and capable of leading a team while driving workforce efficiency, capacity planning, and performance optimization. The candidate should be proactive in leveraging automation, analytics tools, and AI-driven insights to enhance decision-making and operational excellence.
Responsibilities
- Lead end-to-end Workforce Management functions including forecasting, scheduling, and real-time monitoring.
- Manage and mentor a team of WFM analysts to ensure high-quality deliverables and adherence to timelines.
- Oversee attendance, shrinkage, attrition, and productivity reporting with high accuracy.
- Develop and maintain dashboards (daily, weekly, monthly) to track performance metrics and identify trends.
- Perform capacity planning and manpower forecasting aligned with business volumes and SLAs.
- Drive roster planning, shift management, and schedule adherence.
- Collaborate with cross-functional teams (Operations, HR, Finance, Training) for workforce planning and data alignment.
- Identify opportunities for process improvements, automation, and efficiency enhancements.
- Implement and promote the use of advanced tools (Excel automation, Power BI, AI-based analytics) for smarter decision-making.
- Ensure timely delivery of reports and actionable insights to leadership.
- Act as a key stakeholder in strategic planning, ramp-ups, and new process transitions.
Required Skills
- Minimum 5+ years of experience in Workforce Management in a KPO/BPO/Shared Services setup.
- At least 3+ years of experience managing and leading a team.
- Strong expertise in capacity planning, forecasting, and scheduling.
- Advanced proficiency in MS Excel (Pivot Tables, Power Query, Macros).
- Strong experience in creating dashboards and reporting frameworks.
- Deep understanding of WFM metrics such as shrinkage, utilization, and SLA adherence.
- Strong analytical and problem-solving skills.
- Ability to manage multiple stakeholders and tight timelines.
- Experience working with performance tracking tools and WFM systems.
- Exposure to automation and AI-driven reporting tools is a strong advantage.
Desired Skills
- Knowledge of Power BI or similar visualization tools.
- Experience in automation of reporting processes.
- Understanding of advanced forecasting models and data analytics.
- Exposure to AI-based workforce optimization tools.
- Familiarity with Agile or iterative operational environments.
Behavioral Skills
- Strong leadership and team management capabilities.
- Excellent communication and stakeholder management skills.
- Highly analytical with attention to detail.
- Self-driven, proactive, and result-oriented.
- Ability to work in a fast-paced, dynamic environment.
- Strong ownership mindset and accountability.
- Continuous learning attitude, especially toward automation and AI adoption.
Key Performance Indicators (KPIs)
- Accuracy and timeliness of WFM reports and dashboards.
- Schedule adherence and workforce utilization.
- Effectiveness of capacity planning and forecasting.
- Team performance and productivity improvements.
- Stakeholder satisfaction and operational efficiency
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