Senior Manager
Talentmate
India
6th September 2026
2609-6121-1924
Job Description
| 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. |
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
|
Strong sense of personal stake and urgency in day to day management. Ability to forge positive, objective relationships with Operations and Support teams. Adapt, thrive and multitask in a demanding workplace while managing conflicting and shifting priorities. Ability to foresee, dissect and fix problems using data-driven approach and common sense. Appetite for challenges; driving projects, improvement opportunities, maturity models etc. Effectiveness in presenting to and persuading different levels in the organization. Experience in creating compelling analysis, reports for clients, internal reviews. Skilled in Staff Planning, Reporting, and adept with spreadsheets. Hands on Scheduling experience in Blue Pumpkin or Aspect eWFM will be a strong advantage. Must demonstrate thorough, swift and decisive approach to problem solving. Must be diplomatic, resilient, positive and enterprising in resolving conflicts and disagreements. Proficiency in basic arithmetic and statistical concepts and strong logical ability desired. Must be tactically involved and hands on where needed. Ability to motivate, retain and attract talent. Flexible with extending shifts when needed. |
Job Details
| Role Level: | Mid-Level | Work Type: | Full-Time |
|---|---|---|---|
| Country: | India | City: | Gurugram ,Haryana |
| Company Website: | http://www.exlservice.com | Job Function: | General Management |
| Company Industry/ Sector: |
Business Consulting and Services | ||
What We Offer
About the Company
Searching, interviewing and hiring are all part of the professional life. The TALENTMATE Portal idea is to fill and help professionals doing one of them by bringing together the requisites under One Roof. Whether you're hunting for your Next Job Opportunity or Looking for Potential Employers, we're here to lend you a Helping Hand.
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