WFM Executive – Workforce Management (WFO, Gurugram)

If you are exploring WFM jobs in Gurgaon and want hands-on exposure to forecasting, reporting, and real-time operations support, this opportunity is built for you. Fusion CX is hiring a Workforce Management Executive to manage call volumes, attendance, scheduling, and performance reporting across assigned programs. Ideal for professionals seeking a workforce management job vacancy in Gurugram, this role combines analytical precision with operational collaboration.

About the Role

As a WFM Executive, you will support workforce planning through call volume analysis, attendance tracking, schedule adherence monitoring, and detailed reporting. The position requires advanced Excel capability, forecasting accuracy, and close coordination with operations teams.

Key Responsibilities

• Manage call volumes, daily attendance, and program break schedules.
• Monitor real-time adherence and workforce allocation.
• Collaborate with operations teams to improve delivery processes.
• Generate daily, biweekly, and monthly internal and external reports.
• Analyze trends and create forecasts using Excel-based models.
• Identify process and service improvement opportunities.
• Assist with operational projects and reporting requirements as assigned.

Job Requirements

Education

• Completion of XII from a recognized board.

Experience & Skills

• Previous call center experience is required.
• Prior Workforce Management experience is an advantage.
• Advanced Microsoft Excel skills, including complex formulas and reporting tools.
• Working knowledge of IEX, CMS, and Avaya systems.
• Ability to create detailed reports and forecast operational outcomes.
• Strong analytical skills with close attention to detail and accuracy.
• Ability to multitask and complete reports under tight timelines.

Language & Communication Requirements

• Strong professional communication skills (verbal and written).
• Ability to collaborate effectively across departments.

Other Requirements

• Strong work ethic and excellent attendance record.
• Ability to work independently with minimal supervision.
• Flexible and adaptable to changing operational priorities.

Work Mode & Location

• Work Mode: WFO
• Location: Gurugram, India

Why Join Fusion CX?

At Fusion CX, workforce management teams play a strategic role in operational stability and performance optimization. You will gain exposure to forecasting frameworks, real-time analytics, and cross-functional collaboration — making this a strong opportunity among WFM Gurugram job vacancies for professionals building long-term careers in workforce planning and operational analytics.