Workforce Management Executive

Gyrohr; Thane, Mumbai; On-site; INR 200,000 - 500,000; Full time

Job summary

Gyrohr in Thane is seeking a Workforce Management Executive to support daily operations by ensuring staffing, scheduling, and real-time performance monitoring. The role involves coordinating with Operations, HR, and Training to maintain service levels and optimise workforce utilisation.

The position requires 1–2 years of WFM experience, familiarity with tools like NICE, IEX, Verint, Aspect, or Genesys, and strong Excel skills.

Qualifications

• 1–2 years hands-on experience in Workforce Management or real-time workforce operations.
• Experience with WFM tools such as NICE, IEX, Verint, Aspect, or Genesys is preferred.
• Good knowledge of scheduling, forecasting, adherence, shrinkage, capacity planning, and utilisation.
• Graduate in any discipline.

Responsibilities

• Prepare and update employee rosters and schedules based on business volumes and staffing requirements.
• Monitor attendance, adherence, shrinkage, absenteeism, overtime, and employee availability.
• Track service levels and operational performance in real time and recommend staffing or schedule adjustments.
• Support forecasting and capacity planning to ensure optimal utilisation of employees across shifts.

Skills

Excel

Analytical skills

Communication skills

Organisational skills

Education

Graduate in any discipline

Tools

NICE

IEX

Verint

Aspect

Genesys

Power BI

Tableau

PowerPoint

Job description

Workforce Management Executive

Location: Sunrise Business Park, Thane
Work Model: Full-time, work from office
Schedule: 6 days a week | Rotational day shifts, including weekends
Experience: 12 years in Workforce Management, preferably in a BPO environment
Compensation: 2–5 LPA

Role Summary

The Workforce Management Executive will support daily operations by ensuring appropriate staffing, effective scheduling, real-time performance monitoring, and accurate workforce reporting. The role requires close coordination with Operations, Training, and HR teams to maintain service levels and optimise workforce utilisation.

Key Responsibilities

• Prepare and update employee rosters and schedules based on business volumes and staffing requirements.
• Monitor attendance, adherence, shrinkage, absenteeism, overtime, and employee availability.
• Track service levels and operational performance in real time and recommend staffing or schedule adjustments.
• Support forecasting and capacity planning to ensure optimal utilisation of employees across shifts.Candidate Requirements
  • 1–2 years of hands‑on experience in Workforce Management or real‑time workforce operations.
  • Experience with WFM tools such as NICE, IEX, Verint, Aspect, or Genesys is preferred.
  • Good knowledge of scheduling, forecasting, adherence, shrinkage, capacity planning, and utilisation.
  • Strong proficiency in Microsoft Excel; exposure to Power BI, Tableau, or PowerPoint is an advantage.
  • Good analytical, organisational, and communication skills.
  • Graduate in any discipline.
  • Comfortable working rotational shifts and weekends.