Assistant Manager Workforce - Scheduling

About the role

The Assistant WFM Manager is a junior manager who oversees either planners or both planners and real-time analysts. The role covers managing and auditing staff plans across multiple sites and lines of business, supporting connectivity across one or more accounts, and working closely with business stakeholders to align and execute staff plans. It also involves driving utilization and productivity improvements while ensuring service delivery to the client.

Key responsibilities

• Manage and audit staff plans across multiple sites and lines of business, and support connectivity across one or more accounts.
• Ensure integrity and consistency of workforce management processes and procedures.
• Balance staffing requirements with operational efficiencies and financial goals, and maintain confidentiality on company and client information.
• Drive efficiency and profitability by linking planning assumptions such as hiring, seat utilization, shrinkage, AHT and occupancy.
• Coordinate with the client on forecasts, staff plans and staffing reports, and hold weekly meetings with stakeholders to discuss plans, assumptions and performance.
• Manage a team of planners or a mix of planners and real-time analysts, including training and knowledge transfer.

Required profile

• Bachelor's degree (any field) or equivalent work experience.
• Combined 5 to 10 years of hands-on experience in scheduling, real-time management and supervisory roles.
• Ability to work with minimal supervision, multitask in a dynamic environment, and adapt to workload changes.
• Positive attitude, ability to handle constructive criticism, and effective communication with client and operations on a daily basis.

Required skills

• Sound arithmetic, analytical and problem-solving skills.
• Hands-on management style and ability to collaborate proactively with operations.
• Desirable: Verint, IEX and eWFM exposure.