Workforce Senior Executive, Assistant Manager

Manager

Job description

1. Strategic Workforce Planning

2. Develop and implement long-term workforce planning strategies aligned with business goals.

3. Forecast contact volumes, staffing needs, and resource allocation to meet service level agreements (SLAs).
4. Collaborate with senior management to align workforce strategy with operational objectives.

5. Identify cost-saving opportunities without compromising service quality

6. Forecasting and Scheduling

7. Oversee accurate forecasting of customer contact volumes across multiple channels (phone, chat, email, social media).

8. Ensure optimized agent schedules to ensure optimal coverage and meet SLAs

9. Guide team for intraday adjustments to schedules based on real-time performance and contact volume changes.

10. Team Leadership and Development

11. Lead, mentor, and develop the WFM team, ensuring continuous improvement in forecasting, scheduling, and reporting.

12. Set clear performance goals and conduct regular reviews for the WFM team.

13. Facilitate training and development programs to keep the team updated with the latest WFM tools and best practices.

14. Performance Monitoring and Reporting

15. Monitor key performance indicators (KPIs) such as service levels, adherence, shrinkage, occupancy, and forecast accuracy.

16. Generate and present detailed reports and insights to senior management, identifying trends and recommending corrective actions.

17. Drive data-driven decision-making across the contact center by providing actionable workforce insights.

18. Stakeholder Collaboration

19. Act as a liaison between WFM, Operations, HR, IT, and other departments to ensure alignment and communication.

20. Participate in cross-functional projects that impact workforce requirements and contact center performance.
21. Establish and maintain a collaborative and professional relationship with clients through regular interactions and performance reviews.

22. Participate in client-facing meetings to present insights, forecasts, and strategic recommendations.

23. Continuous Improvement

24. Lead initiatives to improve forecasting accuracy, schedule adherence, and overall workforce utilization.

25. Implement feedback mechanisms and incorporate agent and operational feedback to enhance WFM processes.
26. Champion a culture of continuous improvement and innovation within the WFM team and the wider contact center.

Qualifications

• Bachelor's degree in related field from a four-year college or university with more than seven years of relevant experience (with at least two years of Progressive Management Experience) preferred
• 7 years of experience with call centers and process improvement preferred; customer satisfaction analysis a plus
• Six Sigma green belt certification preferred
• Proven experience with data analysis, linkage of multiple data sets and development of keen business insights rooted in an analytic approach
• Passionate about producing high quality analytics deliverables and communicating results to a broad audience at all levels of leadership
• Intellectual curiosity with a desire for continuous testing and actionable change
• Strong process improvement experience: proven ability to apply quantitative and/or qualitative research and data analysis techniques to demonstrate ability to quantify ROI to drive operational improvements
• Proven ability to motivate teams and operate effectively as a leader in a fast paced, high energy environment
• Demonstrated managerial skills; proven ability to guide individuals toward goal achievement using negotiation, teamwork/collaboration, and staff development skills. Strong ability to coach, develop action plans which maximize performance and provide effective feedback
• Strong problem-solving and excellent presentation skills
• Solid understanding of contact center and data analysis methods and processes; analysis of customer satisfaction data a plus

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Assistant Manager

Experience:

• 3–5 years in Workforce Management in a contact center or BPO environment
• At least 1 year in a supervisory or leadership role
• Experience with multi-site or global workforce operations (preferred)

Skills & Competencies:

• Proficiency in WFM platforms (e.g., NICE IEX, Verint, Genesys, Aspect)
• Advanced Excel skills; experience with data visualization tools
• Strong experience in Power BI
• Familiarity with SQL or other data query languages
• Knowledge of Six Sigma or Lean methodologies

Job Summary:

The Workforce Assistant Manager plays a critical role in supporting the strategic and operational goals of the Workforce Management team. This position oversees real-time operations, forecasting, scheduling, and reporting functions to ensure optimal staffing and service level performance across multiple lines of business.

Key Responsibilities:

• Assist in developing and maintaining accurate forecasts and schedules based on historical data, trends, and business requirements
• Monitor intraday performance and provide actionable insights to meet service level targets
• Collaborate with operations, HR, and recruitment teams to align workforce plans with business needs
• Lead and mentor a team of workforce analysts and real-time coordinators
• Analyze performance metrics and generate reports for senior leadership
• Support implementation of WFM tools and process improvements
• Participate in business reviews and provide workforce-related recommendations
• Ensure compliance with labor laws, company policies, and contractual obligations

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Senior Workforce Reporting Analyst

Description:

• Sending of interval / hourly reports like Attendance Report, Intraday Performance Report, Productivity Report, etc.

• System issue tracking

• Responsible for the monitoring of all issues that may impact service levels (SL's) and take the appropriate to resolve or reduce these impacts.

• Perform oversight responsibilities as required to ensure all SLA's are met.

• Evaluate events surrounding schedule adherence and operational situations which may impact productivity such as absenteeism or system outages.

• In this role you will be required to solve problems as they may arise with real time intervention.

• Include but not limited to Real-time monitoring and reporting of schedule deviations like breaks, absenteeism, late login, early login and any non-schedule adherence

• Work on real-time requests related to schedule changes, off phone activities and profile changes

• Communicate daily reports to leadership teams (WFM and Operations) on Service Level (SL) performance
• Initiate escalation process for system outages and Service Level Agreements (SLA) risks

• Take mitigation steps to ensure SL's are met

• Be the primary interface between WFM and site operations while strengthening a positive partnership Experience, knowledge, skills and attributes required

• Other tasks that may be assigned to him/her by WFM Supervisor

Qualifications

• Must be willing to work onsite in Eastwood
• 2-3 years' experience in a Customer Service environment in WFM
• Amenable to work onsite, weekend rest day
• Amenable to work nightshift
• Experience in Real-time Analyst and
  Reporting
  tasks
• Proficient in MS Office (particularly in MS Excel, Report automation using Power Query, Power Pivot, Data Modeling) and Google Suite
• High proficiency in verbal and written English