HR Operation - WFM

Pune April 6, 2026 Full Time

Job Title: HRO-WFM

Experience: 2-6 Years

Job Location: Pune

Job Type: Full Time

Job Details

Description of Role

This role supports the HR Operations team of our client. The role requires the executive to maintain MIS/Dashboards and work on the

Work Force Management Domain Skills

• MIS Management & Data Reporting: Collect, validate, and analyze

workforce data from multiple sources to create daily, weekly, and monthly reports.

WFM Systems Management: Maintain, configure, and update Workforce Management systems such as IEX, Verint/Blue Pumpkin, or eWFM.
Intra-Day Monitoring: Monitor real-time staffing levels, service levels, and agent schedule adherence, taking corrective actions as needed.
Forecasting & Capacity Planning: Analyze historical performance trends to help predict future staffing needs.
Performance Analysis: Identify trends, operational gaps, and opportunities for process improvement.

Knowledge, skills and experience

Technical experience required (e.g. MS Excel, MS Word, System

Knowledge to basic / intermediate / expert level)

Technical Skills: Advanced proficiency in MS Excel (VLOOKUP, Pivot Tables, Macros) is essential.
WFM Tools: Experience with scheduling/forecasting tools (e.g., eWFM, IEX, Verint, CMS).
Analytical Skills: Strong ability to understand data, identify patterns, and problem-solve.
Communication: Ability to collaborate with operations teams to provide actionable insights.
Education/Experience: Generally requires a Bachelors degree in any field, with 13 years of relevant experience in WFM/MIS background

Any other desirable skills/experience

relevant to role

Experience of handling a wide range of diverse, sensitive activities within a customer facing environment.

Delivery of an effective, efficient and timely hiring in

line with agreed service levels, regulatory guidelines

and statutory/legal requirements.