We are seeking an experienced Assistant Manager – Workforce Management to oversee forecasting, scheduling, and real-time management. The ideal candidate will play a critical role in optimizing staffing, improving operational efficiency, and ensuring workforce strategies align with business goals.
Key Responsibilities:
Workforce Planning & Forecasting:
- Analyze historical data to create accurate workforce forecasts.
- Develop scheduling strategies to optimize staffing levels and productivity.
- Collaborate with stakeholders to ensure workforce plans align with business needs.
Real-Time Management & Scheduling:
- Monitor real-time staffing and make adjustments to improve service levels.
- Manage shrinkage, absenteeism, and adherence to optimize workforce efficiency.
- Implement strategies to reduce downtime and enhance operational performance.
Reporting & Data Analysis:
- Generate and analyze workforce reports to track key performance metrics.
- Identify trends and recommend data-driven solutions for efficiency improvements.
- Ensure accurate reporting of schedule adherence, occupancy, and productivity.
Stakeholder Collaboration:
- Work closely with operations, HR, and senior management to align workforce strategies.
- Communicate workforce plans and updates effectively to relevant teams.
- Provide insights and recommendations for process improvements.
Process Optimization & Technology:
- Leverage WFM tools (e.g., Verint, NICE, IEX, Aspect) to enhance efficiency.
- Implement automation and process enhancements for better workforce planning.
- Stay updated on industry best practices and emerging workforce management trends.
Key Skills & Qualifications:
- Bachelor's degree in Business, Operations, or a related field.
- 5+ years of experience in Workforce Management, with at least 2 years in a leadership role.
- Strong expertise in forecasting, scheduling, and real-time workforce management.
- Proficiency in WFM tools such as Verint, NICE, IEX, Aspect, or similar platforms.
- Excellent analytical, problem-solving, and decision-making skills.
- Strong communication and stakeholder management abilities.
- Experience in BPO, Contact Centers, or similar environments preferred.
