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 reportingYou 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 planningStrong background in work allocation and queue / workflow managementProficiency in Excel , Power BI , and tools like OnBase or SalesforceExperience working in fast-paced operations and collaborating with leadershipExcellent stakeholder management , communication , and problem-solving skillsBonus Points : Six Sigma coursework or certificationLOMA or relevant insurance certificationsLooking forward to discussing this opportunity with you! Please feel free to share your resume to