Hiring: Assistant Manager – WFM & MIS

Job Nature:

Key Responsibilities

• Manage workforce planning, scheduling, and real-time monitoring for operations.
• Develop and maintain MIS dashboards, reports, and analytical models.
• Forecast staffing requirements based on historical data and operational trends.
• Identify gaps in workforce allocation and recommend corrective actions.
• Collaborate with operations and HR teams to optimise shift patterns and staffing levels.
• Present data-driven insights and reports to senior management.
• Ensure compliance with SLAs through effective resource management.
• Continuously improve MIS tools and reporting accuracy.

Requirements

• Minimum 3 years of experience in Workforce Management (WFM) or MIS roles, preferably in BPO.
• Advanced proficiency in MS Excel, including pivot tables, macros, and complex formulas.
• Hands-on experience with WFM tools (e.g., Verint, NICE, Aspect, or similar).
• Strong analytical mindset with the ability to interpret large datasets.
• Knowledge of call centre metrics (AHT, shrinkage, adherence, service levels).
• Excellent communication and stakeholder management skills.
• Ability to work in a fast-paced, deadline-driven environment.

Educational Background

Benefits

• * Two weekly holidays (Saturday & Sunday).
• * Performance-based bonuses reward consistency and impact.
• * Two annual festival bonuses (including Eid).
• * Annual salary appraisal based on performance and contribution.
• * Clear career growth pathway in a supportive and fast-paced environment.

Salary:

Negotiable (based on qualifications and experience)

Office Address:

Nature Tower, 13th Floor, Plot No. 523 & E, Road 2, Sector 5, Uttara/Model Town, Dhaka-1230, Bangladesh.