Job Title: WFM Executive

Location: Gurugram

About noon

noon.com is a technology leader with a simple mission: to be the best place to buy and sell things. In doing this we hope to accelerate the digital economy of the Middle East, empowering talent and businesses to meet the full range of consumers' online needs.

noon operates without boundaries; we are aggressively and voraciously ambitious. Starting in 2017 with noon.com, the region’s homegrown e-commerce platform and leading online shopping destination, noon is now a digital ecosystem of products and services - noon, noon Daily, noon Food, NowNow, SIVVI, noon VIP, and noon Pay.

At noon we have the courage to pursue what seems impossible, we work hard to get things done, we go to great lengths to ensure that the experience of everyone from our customers to our sellers or noon Bandidos is stellar but above all, we are grateful for the opportunities we have. If you feel the above values resonate with you – you will enjoy this incredible journey with us!

Job Summary:

The MIS & WFM Executive is responsible for managing workforce planning and operational reporting. This role ensures effective scheduling, real-time monitoring, and accurate data reporting to support business decisions and drive performance.

Key Responsibilities:

Workforce Management (WFM) Responsibilities:

• Build and maintain agent schedules to ensure adequate staffing and service levels.
• Monitor real-time operations including agent adherence, call volume, and queue performance.
• Manage intraday adjustments and escalate service level threats.
• Automation through formulas and VBA to optimize work and smooth processing.

MIS Responsibilities:

• Develop and automate daily/weekly/monthly performance and operational reports.
• Maintain data integrity and ensure timely availability of reports to stakeholders.
• Analyze data to identify trends, gaps, and areas of improvement.
• Create dashboards and clear visualizations.
• Support business reviews with data-driven insights and presentations

Required Qualifications:

• Graduate in any stream.
• 2–4 years of experience in WFM and/or MIS roles, preferably in a BPO or shared services environment.
• Advanced Excel skills and Macros are mandatory.
• WFM/Identify key metrics such as: AHT, FCR, FRT, CSAT, NPS, SLA, Occupancy etc.
• Basic SQL knowledge is an advantage.

Skills & Competencies:

• Strong analytical and problem-solving skills.
• High attention to detail and accuracy.
• Good communication and coordination skills.
• Ability to work in fast-paced, dynamic environments.
• Flexibility to work in rotational shifts and rotational Off.

Who will excel?

We’re looking for candidates who thrive in a fast-paced, dynamic start-up environment. We’re searching for problem solvers, people who operate with a bias for action and have a deep understanding of the importance of resourcefulness over reliance.

Candor is our only default. Demanding unequivocal high standards should be non-negotiable because quality matters. We want people who are radically candid, cohorts who commit to settling for nothing but the best - in hiring, in accepting work from colleagues, and in your own work. Ours is not an easy mission, but it is a meaningful one. Every hire must actively raise the bar of talent in the company to help us reach our vision.

Is this you?