The Role

The Associate Manager WFM is responsible for managing workforce planning and delivery across ETG, including scheduling, realtime monitoring, reporting, and performance tracking. The role focuses on ensuring the right resources are available at the right time to meet business goals, maintain service levels, and improve operational efficiency. The individual will monitor all key performance metrics related to WFM. He/She also needs to drive performance, identify reasons for performance gaps, and work closely with operations teams to implement improvement plans. The role also includes managing vendor relationships, tracking vendor performance, validating invoices, monitoring budget, and identifying opportunities to optimize costs while maintaining service quality. Coordination with cross functional teams to ensure optimal workforce utilization and operational efficiency.The individual will also manage and own Performance reviews with Vendors and IH Stakeholders.

Requirements

- Oversee Intraday Operations: Lead daily workforce management activities, monitoring real-time operational KPIs to ensure service levels, productivity, and customer experience targets are consistently met.
- Drive Real-Time Decision Making: Identify operational risks and enact rapid contingency plans, staffing adjustments, and mitigation strategies during demand fluctuations, critical incidents, or system outages.
- Balance Global Workloads: Manage volume allocation, queue health, and workforce distribution across internal business units, global sites, and third-party vendors.




- Optimize Workforce Strategy: Develop and refine staffing, scheduling, skilling, and routing strategies to maximize workforce utilization and overall operational efficiency.
- Govern Capacity Readiness Planning: Establish review mechanisms to assess workforce deployment decisions and capacity forecasts, ensuring operational preparedness and mitigating risks for project launches, events and peak seasons.
- Lead Vendor Governance: Partner with vendor stakeholders and cross-functional leadership to conduct daily, weekly, and monthly business reviews, providing actionable recommendations to ensure contractual commitments are achieved.
- Act as Primary Escalation Point: Serve as the definitive escalation contact for complex workforce-related operational decisions and performance challenges for both in-house teams and vendors.
- Own Analytics Reporting: Manage operational reporting and performance dashboards, translating complex WFM data into actionable business insights for senior leadership.
- Ensure Compliance Accuracy: Conduct routine operational audits to guarantee data integrity, process compliance, and the effectiveness of current WFM practices.
- Spearhead Continuous Improvement:



Identify performance gaps and drive process improvement, reporting automation, and simplification initiatives to enhance operational scalability.
- Mentor and Develop Talent: Build team capability by coaching and mentoring WFM analysts, promoting industry best practices, and fostering a culture of knowledge sharing.
- Drive Strategic Initiatives: Represent the WFM department as a subject matter expert in cross-functional projects, transitions, and broader strategic business initiatives

Qualifications Criteria

- Advanced proficiency in MS Excel/GSheet
- Solid understanding of Workforce Management concepts in KPO/BPO environments.
- Minimum 7+ years of WFM experience -With strong focus on Realtime operations Scheduling, including 2 years of direct team management experience
- Strong understanding of WFM tools
- Excellent analytical, coordination, and communication skills
- Strong proficiency in Excel; experience with reporting tools like Power BI is a plus
- Flexible to work in shifts and weekends based on business requirements

Department : Customer Service : Mumbai

Customer Service Mumbai

Associate Manager - WFM

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📌 Associate Manager - WFM (Mumbai)
🏢 Etraveli
📍 Mumbai