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Responsibilities Essential Duties & Responsibilities: Responsible for Workforce Management & Service Delivery to Internal & External Customers Manages a WFM team for 3 to 5 clients. Effectively leads and mentor the team to support Ops. Directly manages WFM processes, Client KPIs and Financial performance in a multi-site, multi-platform. Serves as a checkpoint and reviewer of WFM processes, practices and output. Takes ownership, engages with Ops team and drives improvement/resolution by developing plans, processes, recommending solutions/strategies and ensuring execution. Ensures efficient levels of staffing and occupancy, optimizes the resources to maximize service level, seat utilization while maintaining financial rigor. Develop processes, scorecards and performance plans for effective team management.Qualifications
15+ years in Workforce Management in a multi-site, multi-client, BPO environment.
2 years as Sr. Manager handling multiple programs of various sizes and complexities.
Skills Requirements:
• Develop and implement workforce strategies aligned with the organization's goals and objectives
• Conduct analysis of workforce trends, productivity, and efficiency to identify areas for improvement
• Collaborate with various departments to forecast and plan for workforce needs, ensuring optimal staffing levels are maintained
• Work with financial teams to develop and manage budgets related to workforce expenses, including staffing levels, training, and technology
• Establish and monitor key performance indicators (KPIs) related to workforce management, regularly reporting on metrics to leadership
• Implement effective recruitment and retention strategies, ensuring the organization has the right talent in the right roles
• Oversee the implementation and optimization of workforce management tools and technologies to enhance efficiency and accuracy
• Collaborate with HR and training departments to design and implement programs that enhance the skills and capabilities of the workforce
• Ensure compliance with labor laws and regulations, as well as internal policies and procedures related to workforce management
• Lead and facilitate change initiatives related to workforce processes, policies, and technologies
• Stakeholder Management
Reporting Suits Development
• Respond to RFP/RFI
• Proposing WFM Solution for prospect clients
Qualification
• Several years of progressive experience in workforce management, operations, or related roles
• Strong analytical skills to interpret data, analyze trends, and make data-driven decisions
• Excellent communication and interpersonal skills to collaborate with different departments and communicate effectively with employees at all levels
• Proven leadership abilities, including the ability to motivate and manage a team, drive change, and achieve results
• Familiarity with workforce management tools, HRIS (Human Resources Information System), and other relevant technologies
• Ability to think strategically and align workforce initiatives with overall business objectives
• Strong problem-solving skills to address workforce challenges and implement effective solutions
Skills Required
- 15+ years in Workforce Management in a multi-site, multi-client BPO environment
- Minimum 2 years as Senior Manager handling multiple programs of various sizes and complexities
- Proven leadership and team management experience, including mentoring and driving performance
- Strong analytical skills to interpret data, analyze trends, and make data-driven decisions
- Experience developing and managing budgets related to workforce expenses
- Familiarity with Workforce Management tools and HRIS and experience optimizing those technologies
- Experience developing scorecards, KPIs, reporting suites and performance plans
- Excellent communication and stakeholder management skills; ability to respond to RFPs and propose WFM solutions
- Ability to ensure compliance with labor laws and internal policies, and lead change initiatives
What We Do
Choosing a digital partner is about more than capabilities — it’s about collaboration and character. Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments. At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations. Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale. Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact. We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition. At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward. For more information, visit www.exlservice.com.
