We are hiring For AM - WFM

1Point1; Navi Mumbai; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

1Point1 Navi Mumbai is seeking an Assistant Manager - Core WFM & MIS to lead our Workforce Management operations and reporting team. You will oversee capacity planning, real-time monitoring, scheduling, and end-to-end analytics to drive client SLAs and KPIs.

The ideal candidate has 3-4 years of hands-on WFM and MIS experience in a fast-paced BPO/ITeS environment, with strong Excel, SQL, and BI tool skills, and proven leadership to develop and motivate a high-performing team across shifts.

Qualifications

• Experience in Workforce Management and MIS in BPO/ITeS environments.
• Proficient in advanced Excel, SQL, and BI tools.
• Demonstrated leadership and people development abilities.
• Ability to translate data into actionable insights for leadership reviews.

Responsibilities

• Oversee end-to-end capacity planning, real-time monitoring, scheduling, and reporting.
• Lead MIS dashboards, automated reporting workflows, and client deliverables.
• Manage WFM schedulers, real-time analysts, and MIS executives.
• Collaborate with Operations, Quality, and Training to align workforce needs.

Skills

WFM

MIS

Advanced Excel

SQL

Power BI

Leadership

Tools

NICE IEX

Verint

Aspect

Teleopti

Avaya

Genesys

Zendesk

Salesforce

Power BI

Tableau

Job description

Role & Responsibilities

Job Title: Assistant Manager Workforce Management (WFM) & MIS Experience Level: 3-4 Years

Department: Operations / WFM

Work Shift: Rotational Shifts (24/7 flexibility required)

Location: Turbhe Navi Mumbai

Job Summary: We are looking for a proactive, analytical, and hands-on Assistant Manager - Core WFM & MIS to lead our Workforce Management operations and reporting team. In this role, you will oversee end-to-end capacity planning, real-time monitoring, scheduling, and comprehensive operational reporting. The ideal candidate brings solid experience working in high-pressure environments with demanding clients, paired with strong leadership skills to guide, develop, and maintain high performance across both WFM and MIS functions.

Key Responsibilities

1. Core WFM Operations
   • Manage intraday, short-term forecasting, staffing models, and scheduling to meet strict client SLAs and KPIs.
   • Evaluate historical trends (shrinkage, attrition, call/ticket arrival patterns, AHT) to optimize scheduling and resource allocation.
2. MIS & Analytics Management
   • Lead and supervise the MIS team in generating timely, accurate daily, weekly, and monthly operational dashboards.
   • Design automated reporting workflows, client deliverables, billing reports, and internal performance scorecards.
   • Translate complex raw operational data into actionable insights for leadership and client-facing reviews (WBR/MBR).
   • Ensure data hygiene, report integrity, and quick turnaround times for ad-hoc analytical requests.
3. Team Leadership & People Management
   • Exercise strong command and oversight of WFM schedulers, real-time analysts, and MIS executives.
   • Conduct regular 1-on-1s, set clear performance benchmarks, handle escalations, and upskill team members on advanced Excel, SQL, and WFM tools.
   • Foster high accountability, ensuring error-free reporting and proactive floor management across all shifts.
4. Client & Stakeholder Management
   • Act as the primary WFM/MIS point of contact for demanding clients, managing tight deadlines and challenging deliverables with composure.
   • Defend operational assumptions, staffing recommendations, and variance reports during client calls.
   • Partner closely with Operations leaders, Quality, and Training teams to align workforce availability with ongoing business needs.

Candidate Profile & Qualifications

• Experience: 3 to 4 years of proven hands-on experience in Workforce Management and MIS functions within a BPO/ITeS or fast-paced operations environment.
• Shift Flexibility: Must be fully comfortable working flexible/rotational shifts, including night shifts and weekends, to support round-the-clock operations.
• Technical Acumen
  • Advanced MS Excel skills (Nested formulas, Power Query, Macros/VBA, Pivots, Data Modeling).
  • Working knowledge of WFM tools (e.g., NICE IEX, Verint, Aspect, Teleopti) and telephony/ticketing platforms (e.g., Avaya, Genesys, Zendesk, Salesforce).
  • Experience with BI/visualization tools (Power BI, Tableau) or SQL is an advantage.
• Communication & Resilience: Outstanding verbal and written communication skills with the confidence to handle tough client conversations and high-pressure situations.
• Leadership: Demonstrated ability to manage, motivate, and direct a team with clear authority, firmness, and empathy.