Assistant Manager – Work Force Management

Quality Assurance
Jabalpur
March 6, 2026
Full Time

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Job Description

Job description

Role & responsibilities

Department: Operations / Workforce Management

Reporting To: Manager Workforce Management / Operations Head

Job Summary

The Assistant Manager Workforce Management will be responsible for end-to-end workforce planning, attendance and attrition reporting, productivity analysis, and capacity planning for KPO operations. The role requires strong analytical skills, advanced Excel expertise, and close

coordination with cross-functional teams to ensure optimal workforce utilization and operational efficiency.

Key Roles & Responsibilities (KRAs)

1. Attendance, Attrition & Reporting

  • Prepare and publish daily attendance, leave, shrinkage, and attrition reports.
  • Design and maintain dashboard views in MS Excel for management review.
  • Ensure accuracy, timeliness, and data integrity across all workforce reports.

2. Productivity & Performance Dashboards

  • Develop and maintain daily, weekly, and monthly productivity dashboards.
  • Generate daily flash reports highlighting key metrics, risks, and trends.
  • Analyze productivity data and share actionable insights with operations leadership.

3. Capacity & Manpower Planning

  • Perform capacity planning and manpower forecasting based on business volumes and SLAs.
  • Support short-term and long-term staffing plans aligned with business growth.
  • Monitor utilization, shrinkage, and efficiency to recommend corrective actions.

4. Roster & Scheduling Management

  • Prepare and manage rosters and shift schedules to meet operational requirements.
  • Handle week-offs, leave planning, and schedule adherence.
  • Support operational changes like ramp-ups, ramp-downs, and new process launches.

5. Stakeholder & Data Coordination

  • Coordinate with Operations, HR, Training, Finance, and Technology teams to collate

and validate workforce data.

  • Act as a single point of contact for WFM-related data and reporting needs.

6. Tools & Automation

  • Leverage advanced MS Excel (Pivot Tables, Power Query, Power Pivot, Macros

preferred).

  • Power BI knowledge will be an added advantage for advanced dashboards and

automation.

  • Identify opportunities to automate manual reporting processes.

Required Skills & Competencies

  • Advanced proficiency in MS Excel (mandatory).
  • Strong understanding of Workforce Management concepts in KPO/BPO environments.
  • Analytical mindset with high attention to detail.
  • Strong coordination and communication skills.
  • Ability to work under tight timelines and manage multiple stakeholders.

Educational Qualification

  • Graduate/Postgraduate in any stream, Management, Statistics, or a related field.

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