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Only 24h Left! Senior Associate (Workforce Manager)

Only 24h Left! Senior Associate (Workforce Manager)

Indian School of BusinessHyderabad, Telangana, India
3 hours ago
Job description

Role Title : MIS Cum WFM Manager

Location : Hyderabad

Reporting To : Associate Director

Role Objective

To ensure real-time visibility of business performance and optimize workforce allocation for maximum revenue conversion through effective MIS reporting and workforce management.

Day-to-Day Responsibilities

MIS (Management Information System)

  • Prepare and publish daily / weekly / monthly sales dashboards (lead allocation, call attempts, connections, conversions, revenue).
  • Track lead funnel performance (leads received → contacted → connected → pitched → closed).
  • Maintain advisor-level performance reports (logins, talk time, pipeline, revenue achieved).
  • Generate variance reports (plan vs. actuals) with actionable insights.
  • Automate repetitive reports using BI tools.
  • Dialer Management

WFM (Workforce Management)

  • Forecast call volume and staffing requirements based on lead inflow.
  • Create shift rosters (11 AM–8 PM, 12 PM–9 PM, etc.) to ensure lead coverage in peak hours.
  • Monitor schedule adherence (logins, breaks, absenteeism, shrinkage).
  • Track real-time productivity metrics – occupancy, idle time, talk time, conversion %.
  • Work with TLs to redistribute leads and balance workload.

    • Operational Support

  • Share end-of-day reports with leadership on performance vs. targets.
  • Provide data support for incentive calculations and payout validation.
  • Highlight underperforming leads, campaigns, or advisors with recommendations.
  • Support management in weekly reviews with updated dashboards.

    • Key Deliverables / KPIs

  • Timeliness & accuracy of MIS reports.
  • Forecast vs. Actual staffing variance (WFM accuracy).
  • Improvement in advisor productivity (talk time, login adherence, conversion ratio).
  • Reduction in idle leads due to better shift / workforce planning.
  • % of reporting processes automated.

    • Skills Required

  • Advanced MS Excel (pivot tables, macros, lookups, automation).
  • Working knowledge of SQL / Power BI / Google Data Studio preferred.
  • Strong understanding of sales funnel metrics & contact center KPIs.
  • Good problem-solving, analytical, and communication skills.
  • Proficiency in CRM tools. (Salesforce)

    • Experience

  • 2–4 years in MIS, WFM, or Sales Ops (preferably in EdTech, BPO, or Inside Sales).
  • Prior experience in managing sales teams’ data, dialer reports, or lead allocation is a strong plus.
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    Only 24H Left Senior • Hyderabad, Telangana, India