Workforce Management Specialist

Job title :

Workforce Management (WFM)

Location : Gurugram (Hybrid)

Early joiner - 0-45 days only.

We are seeking an experienced

Workforce Management (WFM) professional

with

3–5 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 We’re 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 shivangi.uniyal@stellarconsulting.com