Assistant Manager - Workforce Management

Responsibilities

• Support operations from a scheduling and real-time perspective.

• Provide daily, weekly, and monthly reports and other operational dashboards.

• Manage shrinkage, schedule adherence, delivery, and resource planning.

• Track outages and assess the impact of such events.

• Review KPIs and service level projections for the upcoming week.

• Ensure all necessary efficiency parameters are within target.

• Handle ad-hoc requirements from Operations and other functions.

• Discuss daily/weekly performance with stakeholders.

• Interact with clients regarding FTE/delivery targets and other planning assumptions.

• Contribute to annual planning related to headcount, budget, span ratio, seat utilization, etc.

Functional Skills

• Ability to communicate effectively, both verbally and in writing, with stakeholders in India and the UK at all levels.

• Minimum of 5 years of experience in a contact center, with at least 2 years in a supervisory role within Workforce Management.

• Functional knowledge of various workforce management tools (IEX, Genesys, Liveperson, etc.).

• Strong understanding of Workforce Management and operational management.

• Solid knowledge of capacity planning and real-time management.

• Clear understanding of how this role links to other roles and contributes to business goals.

• Proficiency in MS Office Suite.

• Good knowledge of key contact center metrics, such as FTE, shrinkage, AHT, occupancy, schedule adherence, CPH, ACL, concurrency, etc.

• Ability to analyze situations, identify gaps quickly, and take necessary steps to avoid impacts on delivery/service levels.

• Strong organizational skills with attention to detail; capable of planning and managing large-scale, long-term projects and strategies.

• Customer-focused approach, consistently placing high value on both internal and external customer experience.

• Ability to develop and maintain excellent working relationships with stakeholders and teams.

Skills Required

• Excellent analytical, presentation, and communication skills.

• Experience with WFM tools and in-depth knowledge of their features.

• Strong proficiency in MS Office Suite.

• Expertise in WFM tools such as IEX, Genesys, and Liveperson.

Disclaimer:
Firstsource follows a fair, transparent, and merit-based hiring process. We never request payment at any stage. Please beware of fraudulent offers and verify opportunities through our official channels or @firstsource.com email addresses.