WFM Team Lead

Konnectcx; India; Hybrid; INR 2.500.000 - 4.000.000; Vollzeit

Zusammenfassung

Konnectcx is seeking an experienced Lead – Global WFM Operations, Billing and Reporting to oversee WFM reporting, billing inputs, invoice-support documentation, reconciliations, and governance controls across global accounts.

The ideal candidate will lead WFM analysts and RTAs, drive automation using Excel, Power Query, Power BI, and SQL, and collaborate with Operations, Account Management, and Finance to resolve discrepancies before deadlines.

Qualifikationen

• 4+ years in WFM, reporting, billing support, or operations analytics in a BPO.
• Experience leading WFM analysts and Real-Time Analysts.
• Strong knowledge of scheduling, attendance, adherence, and billable-hour reconciliation.
• Advanced Excel skills with pivots, formulas, data validation, and large data analysis.
• Experience with Power Query, Power BI, SQL or reporting automation preferred.

Aufgaben

• Manage global WFM reporting, billing support, and governance across accounts.
• Validate billable headcount, productive hours, attendance, and adjustments.
• Reconcile WFM records with schedules, timekeeping, and business rules.
• Prepare invoice-support files, reconciliation summaries, and exception reports.
• Maintain billing trackers, documentation, and reconciliation history.
• Investigate discrepancies and coordinate resolutions before deadlines.
• Ensure scheduled reports are complete, accurate, and submitted on time.
• Develop and maintain automation using Excel, Power Query, Power BI, SQL.
• Act as primary WFM contact for global operational reporting and billing queries.
• Provide leadership with insights on performance, risks, and priorities.

Kenntnisse

WFM knowledge

Advanced reporting

Billing reconciliation

Leadership

English communication

Tools

Excel

Power Query

Power BI

SQL

Jobbeschreibung

Experienced and highly analytical Lead – Global WFM Operations, Billing and Reporting to provide operational oversight across supported global accounts.

This role is responsible for ensuring the accuracy, consistency, and timely delivery of WFM reporting, operational billing inputs, invoice-support documentation, reconciliations, and governance controls. The Lead will coordinate RTA coverage, monitor operational risks, standardize reporting processes, and partner with Operations, Account Management, and Finance to resolve discrepancies before critical deadlines.

The ideal candidate has strong WFM knowledge, advanced reporting capabilities, experience supporting billing reconciliation, and the ability to lead analysts and RTAs within a fast-paced, multi-account BPO environment.

Requirements

• Four or more years of experience in workforce management, reporting, billing support, or operations analytics within a BPO or similar environment.
• Previous experience leading, coaching, or coordinating WFM analysts and Real-Time Analysts.
• Strong understanding of scheduling, real-time management, attendance, adherence, shrinkage, productive hours, overtime, and billable-hours reconciliation.
• Advanced proficiency in Excel, including complex formulas, pivot tables, data validation, reconciliation, and large-data analysis.
• Experience with Power Query, Power BI, SQL, or reporting automation tools is strongly preferred.
• Strong attention to detail with the ability to identify, investigate, and resolve data discrepancies.
• Ability to interpret complex operational data and translate findings into clear, actionable insights.
• Strong written and verbal English communication skills.
• Ability to collaborate effectively with Operations, Account Management, Finance, and senior leadership.
• Ability to manage multiple accounts, reporting cycles, priorities, and time-sensitive deadlines.
• Strong documentation, governance, problem-solving, and stakeholder-management skills.

Responsibilities

• Manage global WFM reporting, operational billing support, and governance across supported accounts.
• Validate billable headcount, productive hours, attendance, overtime, approved adjustments, and other invoice-support inputs.
• Reconcile WFM records against schedules, timekeeping systems, attendance data, approved adjustments, and established business rules.
• Prepare accurate invoice-support files, reconciliation summaries, and exception reports for Account Management and Finance.
• Maintain billing trackers, supporting documentation, adjustment logs, approval records, and reconciliation history.
• Investigate billing and reporting discrepancies and coordinate resolution with the appropriate stakeholders before submission deadlines.
• Ensure all scheduled reports are complete, accurate, standardized, and submitted within agreed timelines.
• Conduct detailed quality checks before operational reports and billing-support inputs are shared with stakeholders.
• Monitor the timeliness and accuracy of billing-support submissions and reduce post-submission corrections.
• Track unresolved discrepancies, reporting failures, staffing gaps, operational risks, and business escalations.
• Standardize reporting definitions, calculations, templates, data sources, controls, and governance practices across accounts.
• Maintain reporting calendars, process documentation, standard operating procedures, control checklists, and ownership matrices.
• Coordinate RTA deployment, shift coverage, workload distribution, handovers, and operational priorities.
• Monitor RTA coverage effectiveness and ensure high-quality shift handovers and escalation management.
• Coach RTAs and reporting analysts on reporting accuracy, real-time management, documentation, and escalation standards.
• Develop and maintain reporting and reconciliation automation using Excel, Power Query, Power BI, SQL, or other available tools.
• Identify opportunities to reduce manual effort, eliminate recurring reporting errors, and improve process efficiency.
• Act as the primary WFM point of contact for global operational reporting and billing-support queries.
• Provide leadership with clear insights regarding reporting performance, billing risks, unresolved exceptions, and operational priorities.
• Ensure compliance with reporting calendars, documented controls, approval requirements, and established governance standards.
• Validate and prepare operational billing and invoicing inputs while ensuring that final invoice authorization, accounting entries, tax treatment, payment processing, and financial approvals remain with Finance and authorized business stakeholders.

Nice to have

• Experience supporting multiple accounts, business units, regions, or time zones.
• Experience with billing validation, invoice-support preparation, and operational reconciliation in a BPO environment.
• Hands-on experience developing automated reporting solutions using Power Query, Power BI, SQL, VBA, or similar tools.
• Experience creating and implementing global reporting standards, SOPs, controls, and governance frameworks.
• Familiarity with major WFM and timekeeping platforms such as NICE, Verint, Aspect, Genesys, Calabrio, or similar systems.
• Experience managing reporting deadlines and operational requirements involving cross-functional or global stakeholders.
• Knowledge of multi-channel operations, including voice, chat, email, and video support.

Working conditions

• Work arrangement based on business requirements.
• Role supports global operations and may require working across multiple time zones.
• Schedule flexibility may be required during reporting deadlines, billing cycles, business escalations, or critical operational periods.
• Regular collaboration with Operations, Account Management, Finance, and other global stakeholders.
• Performance will be measured through billing-support accuracy and timeliness, reporting quality, discrepancy resolution, governance compliance, RTA coverage effectiveness, and reporting automation improvements.