Assistant Manager - WFM

Role & responsibilities

• Workforce Planning: Develop and implement workforce plans to ensure optimal staffing levels and resource allocation.

• Scheduling: Create and manage employee schedules, ensuring adequate coverage and compliance with labor laws.
• Forecasting: Analyze historical data and trends to forecast staffing needs and workload demands.
• Performance Monitoring: Monitor and analyze key performance indicators (KPIs) related to workforce management, providing insights and recommendations for improvement.
• Reporting: Generate and maintain reports on workforce metrics, including attendance, productivity, and utilization.
• Process Improvement: Identify opportunities for process improvements and implement changes to enhance efficiency and effectiveness.
• Team Leadership: Supervise and mentor a team of WFM analysts, providing guidance, support, and performance feedback.
• Collaboration: Work closely with cross-functional teams, including HR, operations, and finance, to ensure alignment with business goals.
• Compliance: Ensure compliance with company policies, labor laws, and industry regulations.
• Technology Utilization: Utilize WFM software and tools to streamline processes and improve accuracy.

Preferred candidate profile

• Experience in people management
• Bachelors Degree in a quantitative field (math, statistics or equivalent)
• 5 years experience in WFM in BPO industry.
• Experience in building and analyzing models for forecasting and headcount optimization.
• Experience in Capacity Planning, Scheduling & Rostering.
• Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment.
• Proficient in advanced usage of Microsoft Excel.
• Excellent communication skills.

Perks and benefits

• Competitive salary and benefits package.

• Opportunities for professional development and growth.

• A dynamic and supportive work environment.