Designation: Associate Vice President (WFM, MIS & Automation)

Department: Business Excellence

Work Model: Work from Office

Shift: UK Shift ( 2PM-11 PM / 3PM-12AM)

Location: Airoli, Navi Mumbai

Role:

We are seeking a transformational leader as AVP - WFM, MIS & Automation to architect and drive resource planning, advanced analytics, reporting, and automation excellence across our BPO operations. The successful candidate will demonstrate robust expertise in scalable workforce management frameworks, innovation-driven problem solving, and adaptive capacity planning in dynamic environments.

Key Responsibilities:

Workforce Management & Planning

- Design scalable structures and frameworks to enable resource planning, capacity management, and MIS processes that can adapt as operations grow.

- Lead and manage the complete Resource Planning function, including long-term and short-term forecasting, scheduling, capacity planning, and staffing optimization.

- Develop and implement strategic WFM and capacity planning models to respond rapidly to shifting business needs and evolving client requirements.

- Oversee development and continuous refinement of flexible forecasting and staffing models that anticipate service delivery, cost implications, and business transformation.

Technology, Innovation & Automation

- Drive a culture of technology adoption and continuous innovation in WFM and MIS solutions, leveraging next-generation automation for scale and efficiency.

- Identify, evaluate, and implement automation opportunities, streamlining processes and reporting to reduce manual effort and improve decision accuracy.

- Champion digital toolsets and analytics platforms to enhance data-driven workforce management and reporting capabilities.

Capacity Planning & Adaptive Execution

- Lead effective capacity planning practices across teams and functions, ensuring optimal allocation of resources within fluctuating environments and business priorities.

- Collaborate deeply across Operations, HR, and Business Leadership to address complex staffing challenges and to scale workforce plans for variable demand.

- Ensure high standards of governance and communication with stakeholders regarding forecast accuracy, performance metrics, and evolving capacity requirements.

MIS Governance & Reporting

- Develop and oversee best-in-class MIS frameworks, ensuring the integrity, timeliness, and strategic value of operational reporting.

- Drive process excellence and transparency through continuous enhancement of performance dashboards and data visualization for senior leadership.

Performance Management & Team Development

- Mentor and develop WFM and MIS teams, building high-impact capabilities aligned with organizational metrics and strategic goals.

- Ensure ongoing alignment of service operations with SLA, productivity, cost, and revenue objectives.

Continuous Improvement

- Proactively identify and drive improvements in scheduling efficiency, forecast precision, and operational agility to maximize revenue and minimize cost.

- Support procedural reviews, impact analysis, and staffing forecast adjustments in partnership with cross-functional teams.

Skillset Requirements

- 15+ years' progressive experience in Workforce Management, Resource Planning, or Demand-Supply Management, preferably in a BPO/KPO environment.

- Demonstrated ability to design scalable workforce planning and MIS structures suitable for complex, fast-changing settings.

- Strong technology and innovation orientation; hands-on experience implementing new systems, automating processes, and adopting advanced analytics.

- Exceptional capacity planning skills across diverse teams and fluctuating operational contexts.

- Excellent communication, analytical thinking, and strategic leadership abilities.

- Robust understanding of statistical models, AI/ML-based forecasting, and new-generation WFM technologies.

- Proven experience building and governing MIS reporting frameworks, automation (RPA/AI), and enabling system enhancements.