Senior Associate (Workforce Manager)

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)

Forecast call volume and staffing requirements based on lead inflow.

Create shift rosters (11 AM8 PM, 12 PM9 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.

Operational Support

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.

Key Deliverables / KPIs

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.

Skills Required

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)

Experience

24 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.