Assistant Manager – Workforce Planning & Analytics

Job Responsibilities

• Lead workforce forecasting, capacity planning, scheduling, and real-time workforce management to support operational and business objectives.
• Analyze workforce performance metrics, including service levels, occupancy, shrinkage, adherence, and staffing utilization.
• Develop staffing plans and hiring forecasts to ensure workforce readiness and business continuity.
• Generate operational reports, dashboards, and workforce insights to support data-driven decision-making.
• Collaborate with Operations, HR, Recruitment, Training, and clients to align workforce strategies with business requirements.
• Drive workforce optimization initiatives to improve productivity, efficiency, and customer experience.
• Lead, coach, and develop the Workforce Management (WFM) team to achieve operational excellence.

Requirements

• Bachelor's Degree in Business, Statistics, Operations Management, or a related field.
• Minimum 3-5 years of experience in Workforce Management, Capacity Planning, Forecasting, or Workforce Analytics within a BPO/Contact Centre environment.
• Strong knowledge of workforce planning principles, forecasting methodologies, and scheduling practices.
• Proficiency in WFM tools such as Verint, NICE IEX, Calabrio, Genesys WEM, or similar platforms.
• Advanced analytical skills with hands-on experience in Microsoft Excel and Power BI.
• Strong stakeholder management, communication, problem-solving, and leadership skills.

Key Success Measures

• Forecast Accuracy
• Service Level Achievement
• Staffing Readiness
• Occupancy & Shrinkage Management
• Schedule Adherence
• Productivity & Continuous Improvement
• Client Satisfaction