Associate Manager – Workforce Management

About the role

The Associate Manager – Workforce Management will lead workforce planning and delivery across Etraveli Group’s global operations. The role ensures the right resources are available at the right time, monitors key performance metrics, and drives continuous improvement in service levels and operational efficiency.

Key responsibilities

• Oversee intraday operations, monitoring real‑time KPIs to meet service and productivity targets.
• Drive real‑time decision making, implementing contingency plans during demand spikes or system outages.
• Balance global workloads by managing volume allocation, queue health, and workforce distribution across internal units and third‑party vendors.
• Optimize staffing, scheduling, skilling and routing strategies to maximize utilization.
• Govern capacity and readiness planning for projects, events and peak seasons.
• Lead vendor governance, conducting regular business reviews and ensuring contractual commitments.
• Act as primary escalation point for complex workforce‑related issues.
• Own analytics and reporting, translating WFM data into actionable insights for senior leadership.

Required profile

• Advanced proficiency in Microsoft Excel and Google Sheets.
• Strong understanding of workforce management concepts in KPO/BPO environments.
• Minimum 7 + years of WFM experience with a focus on real‑time operations and scheduling, including at least 2 years of team management.
• Experience with WFM tools and reporting platforms such as Power BI (preferred).
• Excellent analytical, coordination and communication skills.
• Flexibility to work shifts and weekends based on business requirements.

Required skills

• Microsoft Excel
• Google Sheets
• Power BI