Role Summary

We are looking for an experienced Workforce Lead to manage workflow planning, production hour tracking, capacity utilization, and resource allocation across teams. The role will be responsible for ensuring optimal workforce utilization, meeting SLA and productivity targets, and driving continuous improvements in operational efficiency.

Key Responsibilities

- Plan, allocate, and distribute work based on team capacity, workload, priorities, and deadlines.
- Monitor and track daily production hours, workforce utilization, and productivity across teams.
- Track and analyze billable vs. non-billable hours to ensure optimal resource utilization.
- Prepare and maintain MIS reports, productivity dashboards, and workforce performance reports.
- Forecast manpower requirements based on business pipeline, workload trends, and projected volumes.
- Partner closely with Operations and HR teams for workforce planning, hiring requirements, and resource allocation.
- Identify capacity and productivity gaps and implement appropriate corrective actions.
- Analyze workforce data to identify trends, inefficiencies, and opportunities for process improvement.




- Ensure effective resource deployment to support SLA adherence, productivity, and business objectives.
- Drive continuous improvement initiatives to enhance team efficiency, utilization, and overall operational performance.

Requirements
- 4–8 years of experience in Workforce Management, Resource Planning, Capacity Planning, or Operations Planning.
- Prior experience in a KPO/BPO environment; experience in a US Accounting/Finance process will be preferred.

- Strong proficiency in MS Excel, including data analysis, reporting, and dashboard creation.
- Good understanding of workforce utilization, capacity planning, productivity, and resource allocation.
- Strong analytical and problem-solving skills with the ability to interpret operational data and provide actionable insights.
- Excellent coordination and communication skills, with the ability to work effectively with Operations, HR, and other stakeholders.
- Ability to manage multiple priorities in a rapid-paced, deadline-driven environment.

📌 Workforce Lead (Ahmedabad)
🏢 KMK
📍 Ahmedabad