Workforce Management, Sr. Manager | Healthcare [On-site, Night Shift]

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We are inviting applications for the role Work Force Management - Senior Manager

• Create and maintain employee schedules to ensure coverage delivers to contractual requirements across all business functions.
• Balance productivity, service level goals, shrinkage, and agent preferences while designing schedules.
• Ensure schedules align to formally locked forecast hours and contractual capacity commitments.
• Proactively identify future capacity risks (attrition, training pipeline, shrinkage trends) and escalate to client in advance.
• Participate in monthly forecast preview and lock cycles, confirming staffing feasibility prior to sign-off.
• Real-Time Management (RTM)
• Monitor queues, SLAs, occupancy, adherence, and shrinkage to maintain operational performance.
• Execute intraday decision-making such as skilling, pull-outs, overtime, and breaks

• Alert operations about performance deviations and drive corrective actions.
• Urgently notify the client of any operational impacts, including technical issues, downtime, or anticipated disruptions
• Escalate immediately if performance deviates from locked commitments or if capacity cannot meet contractual hours.
• Manage the RTA team to ensure full coverage of queue monitoring and timely response to all client communication channels, with immediate action taken as needed (e.g., staff reallocation).
• Provide daily intraday performance updates and recovery actions when SLA or occupancy risk is identified.
• Preparing Power BI Reports
• Design, automate, and publish daily/weekly/monthly WFM reports.
• Provide actionable insights to management using KPI dashboards (AHT, SLA,
• Adherence, Shrinkage, Occupancy, Forecast Accuracy, etc.).
• Ensure reporting clearly reflects:
• Locked hours vs scheduled hours
• Scheduled vs delivered hours Adherence and shrinkage performance
• Capacity gaps against commitments
• Collaborate with cross-functional teams to drive performance improvements.
• Participate in monthly lock, adherence, and true-up reconciliation process with full
• documentation of variances and root causes.
• Tools & Technical Expertise
• Expertise in Power BI to create impactful dashboards and visualizations.
• High proficiency in MS Excel, PowerPoint, and other MS Office tools for data handling and presentations.
• Experience in IEX.
• Maintain accuracy of workforce management systems, including:
• Roster integrity
• MU assignments and skilling
• Shrinkage coding standards
• Agent availability updates
• Validate headcount and system data regularly and notify client of discrepancies.
• Partner with operations, HR, training, and leadership to support staffing and productivity decisions.
• Develop capacity models and business cases for hiring, training, and headcount

• Support continuous improvement initiatives and contribute to strategic transformation projects.
• Lead and support weekly staffing calls with client for staffing insights (2 week to 2 month outlooks, past performance impacts versus planned assumptions)
• Deliver timely and consistent reporting to the client on technical issues impacting staffing, ensuring full transparency and providing a comprehensive root cause analysis (RCA) following resolution.
• Lead forecasting alignment with the client by validating feasibility of forecasted hours and escalating any capacity gaps prior to lock.
• Provide actionable guidance to optimize performance and capacity planning.

• Graduate in Any stream

• WFM Professional with Relevant experience.