Workforce Management Professional

We are looking for experienced Workforce Management (WFM) professionals to join our US Healthcare RCM Operations team. The ideal candidate should have hands-on experience in workforce planning, real-time monitoring, MIS reporting, forecasting, and capacity management in a BPO/KPO environment.

Key Responsibilities

• Prepare and maintain daily, weekly, and monthly MIS reports and dashboards.
• Monitor real-time operational performance, staffing levels, and schedule adherence.
• Manage workforce scheduling, forecasting, and capacity planning.
• Perform FTE calculations, staffing analysis, and shortfall identification.
• Analyze operational data and provide actionable insights to improve workforce efficiency.
• Coordinate with operations teams to address staffing gaps and ensure optimal resource utilization.
• Maintain accurate reports and support management with data-driven decisions.

Required Skills & Qualifications

• 3–5 years of experience in Workforce Management (WFM) within a BPO/KPO environment.
• Experience managing or supporting 100+ FTEs is mandatory.
• Advanced MS Excel skills, including Pivot Tables, VLOOKUP, INDEX-MATCH, and SUMIFS.
• Hands-on experience in MIS reporting, real-time monitoring, forecasting, and scheduling.
• Strong analytical, problem-solving, and communication skills.
• Knowledge of US Healthcare Revenue Cycle Management (RCM) is preferred.
• Exposure to Power BI or Tableau will be an added advantage.