Workforce Management Specialist

Job title: Workforce Management (WFM)

Location: Gurugram (Hybrid)

Immediate joiners only.

We are seeking an experienced Workforce Management (WFM) professional with 35 years of relevant experience , preferably from a BPO or Operations background . The ideal candidate will have hands-on expertise in productivity monitoring and real-time queue management , and a strong understanding of WFM processes and tools in a fast-paced, high-volume environment.

This role focuses on: Work allocation, Productivity monitoring, Issue resolution, Performance reporting

You will work closely with cross-functional teams (QA, Training, Tech, Ops) to ensure smooth workflow execution, SLA adherence, and continuous process improvement. You will also handle L3-level escalations and drive data-backed decisions using tools like Excel and Power BI.

What Were Looking For:

• 3+ years of experience in WFM or operations planning
• Strong background in work allocation and queue/workflow management
• Proficiency in Excel , Power BI , and tools like OnBase or Salesforce
• Experience working in fast-paced operations and collaborating with leadership
• Excellent stakeholder management , communication , and problem-solving skills

Bonus Points:

• Six Sigma coursework or certification
• LOMA or relevant insurance certifications

Looking forward to discussing this opportunity with you! Please feel free to share your resume to