Company Brief: BLS International Services Ltd. is a globally trusted, AI & tech-enabled service provider to governments and citizens, with a legacy since 2005. It is world’s largest publicly listed Visa & Counselor services company, traded on India's major stock exchanges (BSE: 540073; NSE: BLS). BLS International offers a comprehensive range of service solutions encompassing outsourced visa processing, document verification, biometrics, attestation, passport services, e-visa solutions, end-to-end solutions in e-governance, digital and retail services. BLS International partners with over 46 client governments and operates across 100+ countries through 50,000+ centres, 9 global training hubs, and 8 global contact centres. Guided by a continued focus on innovation, transparency, and service excellence, BLS International combines cutting-edge technology with robust operational processes to deliver the highest standards of data security and efficiency. Recognized for its proven track record and adherence to global standards, BLS International has been featured among Business Today's India's Most Valuable Companies, Forbes Asia's Best Under a Billion, Fortune India's ‘The Emerging 100’. To explore more about BLS International’s global presence and comprehensive service offerings, visit www.blsinternational.com. Job Profile The Manager – MIS & WFM is responsible for forecasting, capacity planning, scheduling, real-time monitoring,



and reporting to ensure optimal utilization of manpower and resources. This role acts as a bridge between operations, clients, and leadership, ensuring service levels, efficiency, and business KPIs are consistently met. Roles & Responsibilities Develop accurate forecasting models based on call volumes, seasonality, and business trends.
• Create and optimize staffing plans, schedules, and rosters to meet SLA targets.
• Monitor real-time adherence (RTA) and take proactive measures to minimize SLA misses.
• Manage shrinkage, absenteeism, and occupancy levels effectively.
• Coordinate with operations and training teams to align hiring and ramp-up plans.
• Ensure timely and accurate reporting of daily, weekly, and monthly KPIs (AHT, SL, FCR, CSAT, utilization, attrition, etc.).
• Automate and standardize dashboards for leadership and client reviews.
• Perform root cause analysis of performance gaps using data-driven insights.
• Provide business intelligence support for decision-making (trend analysis, predictive insights).
• Partner with Operations Managers and Clients to provide solutions, recommendations and resource planning.
• Present WFM & MIS reports in governance and client meetings.
• Manage escalations related to forecasting or scheduling variances.
• Drive continuous improvement in WFM & MIS processes.
• Mentor and guide MIS & WFM analysts/executives in best practices. Experience 5
- 8 Years of experience.

📌 WFM Manager (Gurugram)
🏢 BLS International
📍 Gurugram