Workforce Manager
Published date: 2026/11/09
- Location: Mumbai, Maharashtra, India
Sr. Manager/DGM - WFM
Work Force Management
Manage global level WFM operations for 3000+ FTE's in International BPO
Responsibilities
Lead and manage a team of 3-5 Workflow Managers and 35-45 Workflow Analysts; responsible for the overall direction and performance of the teams
Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within the organizational unit
Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments
Owner/co-owner for flexibility and efficiency related initiatives/goals at the site and responsible for initiating best practice sharing at a global level
Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team
Work to build and maintain customer/stakeholder trust
Solving complex customer support issues and proactively heading off negative service trends.
Qualifications
Graduate degree in a relevant field required. A Master s Degree in Management is preferred
Excellent knowledge of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to drive quality and process improvement is strongly preferred
Advanced knowledge of Excel, strong presentation skills, and the ability to motivate and inspire large groups of people are a must
Work Force Management
Manage global level WFM operations for 3000+ FTE's in International BPO
Responsibilities
Lead and manage a team of 3-5 Workflow Managers and 35-45 Workflow Analysts; responsible for the overall direction and performance of the teams
Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within the organizational unit
Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments
Owner/co-owner for flexibility and efficiency related initiatives/goals at the site and responsible for initiating best practice sharing at a global level
Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team
Work to build and maintain customer/stakeholder trust
Solving complex customer support issues and proactively heading off negative service trends.
Qualifications
Graduate degree in a relevant field required. A Master s Degree in Management is preferred
Excellent knowledge of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to drive quality and process improvement is strongly preferred
Advanced knowledge of Excel, strong presentation skills, and the ability to motivate and inspire large groups of people are a must
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