Senior Associate (Workforce Manager)
Indian School of BusinessDelhi, India16 days ago
Job descriptionForecast 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. 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. 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. 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) 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.
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)
Operational Support
Key Deliverables / KPIs
Skills Required
Experience
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Senior Associate • Delhi, India
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