Assistant Manager Workforce Planning

About the role

The Assistant WFM Manager is a junior manager who oversees planners or both planners and real‑time analysts. This person is responsible for managing and auditing staff plans across multiple sites and lines of business while supporting connectivity across accounts.

Key responsibilities

• Manage and audit staff plans across multiple sites and LOBs.
• Coordinate with stakeholders to ensure alignment and smooth execution of staff plans.
• Drive utilization and productivity improvement through regular stakeholder touch‑bases.
• Ensure integrity and consistency of WFM processes and procedures.
• Deliver service to clients while balancing staffing requirements with operational efficiency and financial goals.
• Maintain confidentiality of company and client information.
• Proactively improve efficiency and profitability by linking assumptions such as hiring, seat utilization, shrinkage, AHT, occupancy, etc.
• Coordinate forecasts, staff plans and staffing reports with the client.
• Organize weekly meetings with stakeholders to discuss staff plans, assumptions and performance.
• Manage a team of planners and/or real‑time analysts.

Required profile

• Bachelor’s degree (any field) or equivalent work experience.
• 5–10 years of hands‑on experience in scheduling, real‑time management and supervisory roles.
• Effective communication skills and a hands‑on management style.
• Ability to collaborate with operations and engage daily with clients.
• Strong arithmetic, analytical and problem‑solving abilities.
• Ability to work with minimal supervision, multitask and pay attention to detail in a dynamic environment.
• Positive attitude and openness to constructive criticism.

Required skills

• Verint
• IEX
• eWFM