Assistant Manager-WFM

Job Purpose

Provide leadership and oversight of Workforce Management activities to ensure optimal staffing, productivity, service levels, and workforce efficiency. The role partners with Operations and other stakeholders to deliver data-driven workforce strategies and continuously improve WFM processes and performance.

Workforce Management & Operations

• Lead and oversee forecasting, capacity planning, staffing, scheduling, intraday management, and adherence activities.
• Ensure optimal allocation and utilization of resources based on business requirements, forecasts, and service-level objectives.
• Monitor key WFM metrics and provide actionable insights and recommendations to Operations and senior management.
• Identify staffing risks, capacity gaps, and performance trends and drive appropriate corrective actions.
• Ensure timely and accurate WFM reports, dashboards, and business analysis.
• Support and lead WFM projects, process improvements, automation, and technology initiatives.
• Ensure effective communication and alignment between WFM, Operations, and other key stakeholders.

People Management

• Lead, coach, and develop WFM team members while ensuring clear accountability for performance and deliverables.
• Manage WFM resources, manpower planning, succession planning, and attrition.
• Conduct performance management and identify learning and development opportunities.
• Foster a culture of accountability, collaboration, and continuous improvement.

Stakeholder Management

• Act as a strategic WFM partner to Operations and business leaders.
• Present workforce performance, trends, risks, and recommendations to stakeholders.
• Ensure WFM strategies and initiatives are aligned with business objectives.