Assistant Manager - WFM

This WFM resource is responsible for creating schedules based on forecast and actual trends.

Improve efficiencies and enhance utilization of resources.

Support real-time teams to manage and achieve SLAs

Process-related experience : Expert level understanding of Workforce Management principles such as Erlang C.

Extensive experience with short-term forecasting and scheduling within contact centers, including inbound, outbound, and non-voice channels.

Experience with multi / omni-channel WFM tools and telephony platforms (Verint, Presence, Cisco, etc.).

• Knowledge of Power BI, requirements management tools, or project management software like MS Project is an advantage.

Experience in building schedules using WFM software and Erlang C calculators.

Sound knowledge of RTA management and scheduling effectiveness.

Activities include intraday forecasting, DOW schedule adjustments, and managing large-scale schedules with WFM tools or Erlang C calculators.

Manage and optimize existing schedules based on actual trends.

Study historical trends, business changes, and operational effectiveness.

Identify call routing anomalies using real-time monitoring applications.

Oversee and maintain the WFM platform / system from a scheduling perspective.

Identify call volume interruptions and system outages affecting contact center performance.

Escalate contact center interruptions to business continuity leaders promptly and manage discipline.

Qualifications :

Experience : 4-6 years in workforce management, including forecasting and scheduling, with at least 2 years in people management or similar experience.

Educational Qualification : Any graduate with a minimum of Grade 12.

Additional Information : Night shift, remote work, full-time employment.

Key Skills : Restaurant, fashion retail, hospitality, assistant management, basic math, business management, leadership, supervising, retail management.

Experience : years

Vacancy : 1

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