Lead the MIS & Workforce Management (WFM) function for multiple clients, driving reporting accuracy, forecasting efficiency, and operational excellence. Oversee a team of analysts and supervisors to deliver insightful data, meet KPIs/SLAs, and support business decision-making. Partner with Operations and Clients to ensure performance, productivity, and financial goals are achieved through data-driven strategies.

Minimum Work Experience:

• 6 years in Workforce Management in a multi-site, multi-client, BPO environment.
• 2 years as Manager handling multiple programs of various sizes and complexities. 

Skills Requirements:

• Strong sense of personal stake and urgency in day to day management.
• Ability to forge positive, objective relationships with Operations and Support teams. Adapt, thrive and multitask in a demanding workplace while managing conflicting and shifting priorities.
• Ability to foresee, dissect and fix problems using data-driven approach and common sense. Appetite for challenges; driving projects, improvement opportunities, maturity models etc. 
• Effectiveness in presenting to and persuading different levels in the organization. 
• Experience in creating compelling analysis, reports for clients, internal reviews.  Must demonstrate thorough, swift and decisive approach to problem solving.
• Must be diplomatic, resilient, positive and enterprising in resolving conflicts and disagreements.
• Proficiency in basic arithmetic and statistical concepts and strong logical ability desired.
• Must be tactically involved and hands on where needed.
• Ability to motivate, retain and attract talent.
• Flexible with extending shifts when needed