Assistant Manager - WFM

Role & responsibilities

• The ideal candidate will be responsible for monitoring and managing real-time staffing to ensure we meet our service level targets.
• The ideal candidate will have a strong understanding of real-time workforce management, excellent analytical skills, and the ability to make on-the-spot decisions to enhance operational efficiency.
• Continuously monitor real-time performance against established service level targets and key performance indicators (KPIs).
• Identify and react to deviations from schedules, including absenteeism, adherence, and unexpected volume fluctuations.
• Track and report on agent schedule adherence, ensuring that employees adhere to their assigned work schedules.•
• Notify supervisors and team leads of any adherence issues and work with them to implement corrective actions
• Propose and implement real-time adjustments to staffing, such as breaks, lunches, and shifts, to align with changing call volumes
• Assist in reassigning agents or reallocating resources to address emerging needs
• Maintain effective communication with team leads, supervisors, and the WFM team to ensure everyone is informed of real-time performance and adjustments
• Proactively inform the management team of any challenges or opportunities for improvement
• Generate and distribute real-time reports on service level performance, adherence, and other relevant metrics
• Analyze data to identify trends and areas for improvement
• Familiarize yourself with WFM software and tools to make real-time adjustments efficiently
• Work with IT to ensure that software and tools are up-to-date and aligned with business needs.
• Proficiency in Excel reporting

Preferred candidate profile

• Bachelor's degree in a relevant field (e.g., Business, Operations Management, or similar) is preferred.
• Prior experience as a Real-Time Analyst in a contact center or customer service environment is a strong asset.
• Proficiency in using WFM software and real-time monitoring tools.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to handle high-pressure situations and make quick, informed decisions.
• Detail-oriented with a commitment to data accuracy.