Wfm Mis Manager

Tech Mahindra; Hyderabad; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Tech Mahindra is seeking an experienced MIS/Reporting and Analytics leader to drive end-to-end WFM reporting, dashboards, and governance across multiple sites and clients in Hyderabad.

You will lead a team of MIS Analysts, define KPIs, build automated self-service dashboards, ensure data integrity, and partner with operations, finance, HR, and technology teams to deliver timely executive reports and actionable insights.

Qualifications

• 10+ years overall experience in MIS/Reporting/Analytics.
• 3-5 years managing MIS teams in a BPO/Contact Center environment.
• Experience supporting Workforce Management functions.
• Multi-site and multi-client reporting exposure preferred.
• Strong stakeholder management experience.

Responsibilities

• Lead end-to-end WFM reporting and analytics function.
• Ensure timely delivery of daily, weekly, monthly, and executive reports.
• Develop standardized reporting frameworks across all LOBs and locations.
• Manage SLA adherence for all reporting deliverables.
• Drive accuracy and consistency of workforce data.
• Design and maintain dashboards and automated MIS solutions.
• Generate insights related to service levels, productivity, occupancy, shrinkage, schedule adherence, absenteeism, staffing utilization.
• Provide trend analysis and business recommendations to leadership.
• Build predictive and scenario-based workforce analytics.
• Drive automation initiatives to eliminate manual reporting.
• Develop automated reporting tools and self-service dashboards.
• Partner with Technology teams for system integration.
• Improve reporting efficiency through process transformation initiatives.
• Ensure data integrity across WFM platforms.
• Implement data validation and quality control mechanisms.
• Establish MIS governance, reporting controls, and audit compliance.
• Maintain reporting documentation and SOPs.
• Partner with Operations, Scheduling, Capacity Planning, RTA, Finance, HR, and Client stakeholders.
• Support Quarterly Business Reviews (QBRs), leadership reviews, and client governance meetings.
• Provide actionable business insights to support workforce decisions.
• Present key performance trends and recommendations to senior leadership.
• Manage MIS Analysts and Reporting Specialists.
• Define KPIs and performance objectives for the MIS team.
• Coach team members on analytics, visualization, and automation tools.
• Build a culture of continuous improvement and innovation.
• Executive Dashboards
• Daily/Weekly/Monthly Business Reports
• Workforce Analytics Packs
• Client Performance Reports
• Headcount & Attrition Reports
• Productivity Analysis
• Absenteeism Analytics
• Staffing Utilization Reports
• Automation Trackers

Skills

WFM reporting

Analytics

Dashboard design

Stakeholder management

Team leadership

Process improvement

Job description

Role & responsibilities:

MIS & Reporting Management

• Lead end-to-end WFM reporting and analytics function.
• Ensure timely delivery of daily, weekly, monthly, and executive reports.
• Develop standardized reporting frameworks across all LOBs and locations.
• Manage SLA adherence for all reporting deliverables.
• Drive accuracy and consistency of workforce data.

Dashboard & Analytics

• Design and maintain dashboards and automated MIS solutions.
• Generate insights related to:
• Service Levels
• Productivity
• Occupancy
• Shrinkage
• Schedule Adherence
• Absenteeism
• Staffing Utilization
• Provide trend analysis and business recommendations to leadership.
• Build predictive and scenario-based workforce analytics.

Automation & Digital Transformation

• Drive automation initiatives to eliminate manual reporting.
• Develop automated reporting tools and self-service dashboards.
• Partner with Technology teams for system integration.
• Improve reporting efficiency through process transformation initiatives.

Data Governance & Compliance

• Ensure data integrity across WFM platforms.
• Implement data validation and quality control mechanisms.
• Establish MIS governance, reporting controls, and audit compliance.
• Maintain reporting documentation and process SOPs.

Stakeholder Management

• Partner with Operations, Scheduling, Capacity Planning, RTA, Finance, HR, and Client stakeholders.
• Support Quarterly Business Reviews (QBRs), leadership reviews, and client governance meetings.
• Provide actionable business insights to support workforce decisions.
• Present key performance trends and recommendations to senior leadership.

Team Leadership

• Manage MIS Analysts and Reporting Specialists.
• Define KPIs and performance objectives for the MIS team.
• Coach team members on analytics, visualization, and automation tools.
• Build a culture of continuous improvement and innovation.

Key Deliverables

• Executive Dashboards
• Daily/Weekly/Monthly Business Reports
• Workforce Analytics Packs
• Client Performance Reports
• Headcount & Attrition Reports
• Productivity Analysis
• Absenteeism Analytics
• Staffing Utilization Reports
• Automation Trackers

Governance Scorecards

Preferred candidate profile

• 10+ years overall experience in MIS/Reporting/Analytics.
• 3-5 years managing MIS teams in a BPO/Contact Center environment.
• Experience supporting Workforce Management functions.
• Multi-site and multi-client reporting exposure preferred.
• Strong stakeholder management experience.