We are looking for an experienced Workforce Manager to manage workforce planning, resource allocation, productivity tracking, and operational efficiency. The role will focus on optimizing team utilization, ensuring SLA adherence, and supporting business growth through effective capacity planning.
Key Responsibilities
- Plan and allocate work based on team capacity, skill sets, and project requirements.
- Monitor production hours, utilization, productivity, and team performance.
- Track billable vs. non-billable hours to optimize revenue efficiency.
- Prepare and maintain MIS reports, dashboards, and productivity analytics.
- Forecast manpower requirements based on business needs and project pipelines.
- Work closely with Operations and HR on hiring, onboarding, and resource planning.
- Identify productivity gaps and drive process improvement initiatives.
- Monitor SLA adherence and proactively address operational risks or delays.
Requirements
- 8+ years of experience in Workforce Management, Operations Planning, or a similar role.
- Experience in BPO/KPO or US Accounting environment will be an advantage.
- Advanced MS Excel and solid data analysis skills.
- Strong understanding of capacity planning, utilization, and workforce optimization.
- Excellent analytical, problem-solving, and stakeholder management skills.