Assistant Manager - WFM
Assistant Manager - WFM
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Job Description
Job Summary We are looking for a highly skilled and analytical Assistant Manager WFM to lead our Workforce Management and MIS functions. This role is critical in driving operational excellence ensuring service level adherence and delivering actionable insights through advanced reporting Capacity planning FTE sizing and forecasting. The ideal candidate will have strong technical expertise and leadership capabilities to manage a high-performing WFM team in a back-office environment.
Key Responsibilities: Workforce Management & MIS Manage end-to-end WFM & MIS processes: Forecasting Capacity Planning FTE sizing Scheduling Real-Time Management and Reporting Drive performance to meet service level metrics and ensure SLA monitoring and reporting Deliver timely accurate reports and business insights to stakeholders Ensure alignment with WFM & MIS frameworks and continuous calibration.
Team Leadership Lead and mentor the WFM team ensuring accountability and performance tracking Foster a culture of continuous improvement and data-driven decision-making. Strategic Planning & Analytics Oversee capacity planning for assigned accounts to optimize resource utilization Develop and maintain mathematical models for forecasting and staffing Automate reporting processes to reduce manual tasks and improve efficiency. Technical Expertise Excel: Advanced proficiency including pivot tables formulas macros and automation Power BI: Strong experience in dashboard development and data visualization MS Access: Knowledge of database creation management and reporting (added advantage)
Qualifications :
Graduate
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
