Assistant Workforce Management Manager

About the role

The Assistant Workforce Management (WFM) Manager supports senior leadership by overseeing schedulers and ensuring staff plans are accurate, consistent, and aligned with business goals across multiple sites and lines of business.

Key responsibilities

• Manage and audit staff plans for several locations, ensuring integrity of WFM processes.
• Collaborate with stakeholders to align staffing assumptions, utilization, and productivity targets.
• Drive efficiency and profitability by linking hiring, seat utilization, shrinkage, AHT, and occupancy metrics.
• Coordinate client communications on forecasts, staffing reports, and weekly performance reviews.
• Lead a team of schedulers, planners, and real‑time analysts, providing training and knowledge transfer.
• Maintain confidentiality of company and client information while balancing operational and financial objectives.

Required profile

• Bachelor’s degree or equivalent work experience.
• 5–10 years of hands‑on scheduling or real‑time management experience, including 2–3 years of people‑management responsibility.
• Strong analytical, arithmetic, and problem‑solving abilities.
• Effective communication, hands‑on management style, and ability to work with minimal supervision.
• Positive attitude, adaptability to dynamic workloads, and willingness to receive constructive feedback.

Required skills

• Experience with Verint workforce management tools.
• Familiarity with IEX platform.
• Exposure to eWFM systems.