WE ARE HIRING | GENERAL MANAGER BPO (MIS & WFM)
Location: Sector 2, Noida
CTC: 1215 LPA
Experience: 10–15 Years
Industry: BPO / Contact Center
Employment Type: Full Time
We are looking for an experienced General Manager – MIS/WFM with strong expertise in BPO Operations, Inbound & Outbound processes, Workforce Management, MIS, Manpower Planning and Cost Optimization.
Key Responsibilities:
- Manage end-to-end Inbound & Outbound BPO operations
- Lead MIS & WFM functions and drive business KPIs
- Handle Manpower Planning, Forecasting, Capacity Planning & Scheduling
- Monitor SLA, AHT, Productivity, Occupancy, Utilization, Shrinkage & Attrition
- Drive manpower optimization and resource utilization
- Work closely with HR/Recruitment for hiring, ramp-up and manpower requirements
- Analyze daily/weekly/monthly MIS and drive corrective actions
- Drive process improvement, productivity and cost optimization
- Manage client relationships, escalations and performance reviews
- Prepare and present MIS/WFM dashboards and business reviews
- Support new process launches, transitions and ramp-ups
- Manage operational profitability, manpower cost and P&L;
Candidate Profile: 10–15 years of BPO/Contact Center experience
3–5 years in Senior Operations Manager / AGM / GM level preferred
Solid hands-on experience in Inbound & Outbound processes
Strong knowledge of WFM, MIS & Manpower Planning
Experience handling large teams and multiple LOBs
Strong analytical, leadership and stakeholder-management skills
Advanced MS Excel / MIS Dashboard knowledge; Power BI preferred
Exposure to P&L;, budgeting and cost optimization preferred
Key Focus Areas:
SLA | Productivity | AHT | WFM | MIS | Manpower Planning | Forecasting | Attrition | Shrinkage | Client Management | Cost Optimization | P&L;
Interested candidates can share their updated CV. -
[email protected]
📌 Mis Specialist (Noida)
🏢 ICCS
📍 Noida