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.
Solid 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