Work Force Management ( WFM ) - Assistant Manager

• We are looking for an experienced Assistant Manager WFM in the BPO industry to manage workforce planning, scheduling, and real-time operations to ensure optimal resource utilization and service delivery.

Key Responsibilities

• Manage workforce planning, scheduling, and forecasting activities
• Monitor real-time queue and ensure SLA adherence
• Handle shrinkage, capacity planning, and resource allocation
• Analyze call volume trends and prepare reports/MIS
• Coordinate with operations to optimize staffing levels
• Manage RTA (Real-Time Adherence) and intraday performance Drive process improvements in WFM functions Lead and mentor WFM team members

Requirements / Skills

• Minimum 2 years of experience as WFM Assistant Manager in BPO Strong knowledge of WFM concepts (forecasting, scheduling, RTA)
• Experience in handling voice/non-voice processes
• Good analytical and problem-solving skills
• Strong communication and stakeholder management skills
• Hands-on experience with WFM tools (like IEX, Aspect, etc.)