Workforce Management Executive

Location: Sunrise Business Park, Thane
Work Model: Full-time, work from office
Schedule: 6 days a week | Rotational day shifts, including weekends
Experience: 12 years in Workforce Management, preferably in a BPO environment
Compensation: 2–5 LPA

Role Summary

The Workforce Management Executive will support daily operations by ensuring appropriate staffing, effective scheduling, real-time performance monitoring, and accurate workforce reporting. The role requires close coordination with Operations, Training, and HR teams to maintain service levels and optimise workforce utilisation.

Key Responsibilities

- Prepare and update employee rosters and schedules based on business volumes and staffing requirements.
- Monitor attendance, adherence, shrinkage, absenteeism, overtime, and employee availability.
- Track service levels and operational performance in real time and recommend staffing or schedule adjustments.
- Support forecasting and capacity planning to ensure optimal utilisation of employees across shifts.




- Identify rostering gaps and workforce-related issues through root-cause analysis.
- Prepare hourly, daily, weekly, and monthly WFM reports and dashboards.
- Maintain accurate workforce data and highlight important trends or concerns to management.
- Coordinate with Operations, Training, and HR teams regarding staffing requirements and schedule changes.
- Respond to employee queries related to rosters, shifts, attendance, and schedules.

Candidate Requirements

- 1–2 years of hands-on experience in Workforce Management or real-time workforce operations.
- Experience with WFM tools such as NICE, IEX, Verint, Aspect, or Genesys is preferred.
- Good knowledge of scheduling, forecasting, adherence, shrinkage, capacity planning, and utilisation.
- Strong proficiency in Microsoft Excel; exposure to Power BI, Tableau, or PowerPoint is an advantage.
- Positive analytical, organisational, and communication skills.
- Graduate in any discipline.
- Comfortable working rotational shifts and weekends.

📌 Workforce Management Executive (Mumbai)
🏢 Gyrohr
📍 Mumbai