The Assistant WFM Manager is a junior manager who manages either planners or both planners and real time analysts. This person is responsible for managing and auditing staff plans across multiple sites and LOBs and support connectivity across and account or multiple accounts. The assistant manager will also be working hand in hand with the different stakeholders of the business to ensure alignment and smooth execution of the staff plans of the planners in the team. Driving utilization and productivity improvement thru constant touch base with the same stakeholders is critical.
Responsible for ensuring integrity and consistency of set WFM processes/procedures.
Responsible for ensuring Service Delivery to the client, balancing staffing requirements with operational efficiencies and financial goals.
Maintain confidentiality on information, objectives, and practices of the company and its clients
Proactively drives efficiency and profitability thru effective output of the planning team, linking assumptions like hiring, seat utilization, shrinkage, aht, occupancy etc
Responsible for coordinating with the client with regard to forecasts, staff plans and any staffing reports of the client
Responsible for ensuring weekly touch base/ meetings are set up with stakeholders to discuss staff plans, assumptions and performance which would impact meeting targets and goals
Manage a team of planners or a combination of planners and real time analysts
Bachelor’s Degree (any field) or equivalent work experience
Effective communication skills and hands-on management style.
Ability to collaborate and support Operations through direct and proactive communication.
Must demonstrate sound arithmetic, analytical and problem solving skills.
Ability to train and do knowledge transfer to schedulers and planners
Ability to effectively engage with client and Operations on a daily basis.
Ability to work with minimal supervision and support Operational requirements and objectives.
Ability to adapt to workload and multitask with attention to detail in a dynamic environment.
Positive attitude and approach to challenges, should respond positively to constructive criticism.
Must have a combined 5 to 10 years hands on experience in Scheduling, Real Time Management and Supervisory role.
Verint, IEX and eWFM exposure is desirable