Assistant Manager – Workforce Management (WFM)

SUMMARY:
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POSITION INFO:

Key Responsibilities

• Translate forecasts, contact volumes, arrival patterns and Average Handle Time trends into effective workforce plans.
• Develop daily, weekly, fortnightly and monthly schedules and rosters.
• Ensure staffing levels are aligned with forecasted demand and operational requirements.
• Balance business needs with employee availability and wellbeing.
• Incorporate annual leave, absenteeism, training and other offline activities into workforce plans.
• Monitor staffing requirements and identify potential gaps before they impact service levels.
• Analyse capacity and demand to ensure operational targets are consistently achieved.
• Recommend appropriate actions, including overtime or staffing adjustments, when required.
• Identify trends and provide practical recommendations to improve workforce efficiency.
• Lead and support the Real-Time Analyst team.
• Monitor intraday performance, staffing levels and service-level trends.
• Make timely adjustments to resources throughout the day based on changing demand.
• Ensure resources are deployed effectively across queues and activities.
• Escalate risks and operational challenges appropriately and drive corrective action.
• Work closely with Operations, Training, Quality, Human Resources and other support functions.
• Communicate workforce requirements, staffing risks and recommendations to key stakeholders.
• Provide clear and accurate workforce reports and insights.
• Ensure final schedules are communicated effectively to Operations and Real-Time teams.
• Lead, coach and develop a team of Real-Time Analysts.
• Set clear expectations and monitor team performance.
• Support continuous learning and development within the WFM function.
• Promote a culture of accountability, collaboration and continuous improvement.