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 AM–8 PM, 12 PM–9 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 • 2–4 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.

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