Senior Manager

EXL; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

EXL is seeking an experienced WFM Manager to oversee workforce management and service delivery for multiple clients from a multi-site setup in India. You will lead and mentor a WFM team, drive KPI performance, and align staffing with occupancy and service level targets.

The role requires strong data analytics, stakeholder management, and hands-on scheduling experience. You will collaborate with Ops, support teams and drive process improvements across platforms.

Qualifications

• Experience in workforce management and service delivery.
• Ability to lead a WFM team for multiple clients and sites.
• Data-driven approach to problem solving and performance reviews.
• Strong stakeholder relationships across Ops and Support.

Responsibilities

• Responsible for Workforce Management & Service Delivery to Internal & External Customers
• Manages a WFM team for 3 to 5 clients. Effectively leads and mentor the team to support Ops.
• Directly manages WFM processes, Client KPIs and Financial performance in a multi-site, multi-platform. Serves as a checkpoint and reviewer of WFM processes, practices and output.
• Takes ownership, engages with Ops team and drives improvement/resolution by developing plans, processes, recommending solutions/strategies and ensuring execution.
• Ensures efficient levels of staffing and occupancy, optimizes the resources to maximize service level, seat utilization while maintaining financial rigor.
• Develop processes, scorecards and performance plans for effective team management.

Skills

Team leadership

WFM knowledge

Data analysis

Stakeholder management

Scheduling

Problem solving

Staff planning

Reporting

Tools

Blue Pumpkin

Aspect eWFM

Job description

Job Description:

• Responsible for Workforce Management & Service Delivery to Internal & External Customers
• Manages a WFM team for 3 to 5 clients. Effectively leads and mentor the team to support Ops.
• Directly manages WFM processes, Client KPIs and Financial performance in a multi-site, multi-platform. Serves as a checkpoint and reviewer of WFM processes, practices and output.
• Takes ownership, engages with Ops team and drives improvement/resolution by developing plans, processes, recommending solutions/strategies and ensuring execution.
• Ensures efficient levels of staffing and occupancy, optimizes the resources to maximize service level, seat utilization while maintaining financial rigor.
• Develop processes, scorecards and performance plans for effective team management.

Responsibilities

• Responsible for Workforce Management & Service Delivery to Internal & External Customers
• Manages a WFM team for 3 to 5 clients. Effectively leads and mentor the team to support Ops.
• Directly manages WFM processes, Client KPIs and Financial performance in a multi-site, multi-platform. Serves as a checkpoint and reviewer of WFM processes, practices and output.
• Takes ownership, engages with Ops team and drives improvement/resolution by developing plans, processes, recommending solutions/strategies and ensuring execution.
• Ensures efficient levels of staffing and occupancy, optimizes the resources to maximize service level, seat utilization while maintaining financial rigor.
• Develop processes, scorecards and performance plans for effective team management.

Qualifications

Strong sense of personal stake and urgency in day to day management.

Ability to forge positive, objective relationships with Operations and Support teams.

Adapt, thrive and multitask in a demanding workplace while managing conflicting and shifting priorities.

Ability to foresee, dissect and fix problems using data-driven approach and common sense.

Appetite for challenges; driving projects, improvement opportunities, maturity models etc.

Effectiveness in presenting to and persuading different levels in the organization.

Experience in creating compelling analysis, reports for clients, internal reviews.

Skilled in Staff Planning, Reporting, and adept with spreadsheets.

Hands on Scheduling experience in Blue Pumpkin or Aspect eWFM will be a strong advantage.

Must demonstrate thorough, swift and decisive approach to problem solving.

Must be diplomatic, resilient, positive and enterprising in resolving conflicts and disagreements.

Proficiency in basic arithmetic and statistical concepts and strong logical ability desired.

Must be tactically involved and hands on where needed.

Ability to motivate, retain and attract talent.

Flexible with extending shifts when needed.

Requirements: