Company Description Fusion CX Limited is a publicly listed, AI-first customer experience management and business process outsourcing (BPO) company, founded in 2004 and headquartered in Kolkata, India, and Atlanta, USA. The company delivers integrated customer experience and business process solutions across voice, email, chat, social media, and messaging channels for clients in telecom, utilities, healthcare, life sciences, high technology, travel, BFSI, and retail. Supported by a workforce of over 17,000 professionals across more than 40 locations in 13 countries, Fusion CX combines global reach with local expertise.

Through its technology and AI division, Omind, Fusion CX offers AI-powered platforms that enhance automation, quality monitoring, customer interactions, and business intelligence. The company also provides specialized AI Data Services that support next-generation AI models and intelligent systems, including multimodal data annotation, computer vision, robotics data services, and other advanced data solutions.

Role Description The Assistant Manager Workforce Management and Business Analysis is a full-time, in office role based in the Mohali district. This role oversees workforce management activities, including forecasting, capacity planning, staffing allocation, and schedule optimization to support operational performance across customer experience programs. The individual will monitor real-time performance, analyze volume trends and productivity data, and recommend adjustments to ensure service levels, utilization targets, and cost efficiency are met.





Day-to-day responsibilities include managing workforce tools (such as eWFM), preparing reports and dashboards, conducting variance and root-cause analyses, and collaborating with operations, finance, and HR to align headcount and staffing plans with business needs. The role also involves supporting continuous improvement initiatives by identifying process gaps, proposing data-driven solutions, and contributing to business planning and performance review discussions.

Qualifications

- Strong workforce management foundation, including Workforce Management and Workforce Planning skills.
- Expertise in capacity planning and forecasting, with demonstrated ability in Capacity Planning for high-volume operations.
- Proficient analytical capabilities, including advanced Analytical Skills for interpreting operational and financial data.
- Hands-on experience with workforce management tools and systems, including eWFM or similar platforms.
- Bachelor’s degree in business, statistics, engineering, mathematics, or a related field; a master’s degree is an advantage.
- Advanced proficiency in MS Excel and reporting tools; familiarity with SQL, BI dashboards, or data visualization platforms (e.g., Power BI, Tableau) is beneficial.
- Experience in BPO/contact center operations or customer experience management, preferably in a multi-site or global environment.
- Strong communication, stakeholder management, and collaboration skills, with the ability to present complex data in a clear, actionable manner.

📌 Assistant Manager Workforce Management And Business Analysis (India)
🏢 Fusion CX
📍 India