Assistant Manager WFM RTM
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Job Description
This role is responsible for optimizing resource allocation analyzing historical data to identify trends and implementing process improvements to enhance efficiency. Additionally the Assistant Workforce Manager oversees staffing recommendations supports budget management and proactively addresses workforce challenges to maintain service level targets. By fostering collaboration across teams this role plays a crucial part in driving operational excellence and continuous improvement.
Process Analysis and Optimization:
- Oversee workforce operations including forecasting scheduling and realtime management ensuring alignment with business objectives.
- Review and approve staffing strategies for both inhouse and outsourced teams to optimize resource allocation.
- Track and report on historical data to identify staffing and costefficiency improvement opportunities.
- Work closely with WFM supervisors to ensure accurate scheduling and necessary staffing adjustments to meet business objectives.
- Analyze cost efficiency and staffing patterns to support longterm strategic planning.
- Manage relationships with BPO partners ensuring SLA compliance and operational excellence.
- Assist in developing contingency plans to address staffing shortages or unexpected workload fluctuations.
- Act as a key point of contact for realtime issues and escalate concerns as needed.
- Develop and implement process improvements to optimize realtime management.
- Provide leadership support to the WFM team ensuring smooth daytoday operations and adherence to servicelevel targets.
Qualifications :
What Did We Order
- Bachelors degree in Business Administration Operations Management or any other related field
- Strong understanding of workforce management principles (forecasting scheduling realtime management) & Profit and Loss analysis.
- Ability to work with both inhouse and outsourced teams and support budget tracking.
- Excellent analytical thinking to assess staffing needs and make datadriven recommendations.
- Leadership skills with the ability to mentor and support WFM supervisors.
- Strong problemsolving abilities to manage realtime challenges and create recovery plans.
- Solid communication skills for crossfunctional collaboration and reporting.
- At Least 4 years of experience in managerial role.
Remote Work :
No
Employment Type :
Contract
Employment Type
Contract
