Assistant Manager – Workforce Management (WFM)

SUMMARY:
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POSITION INFO:
Key Responsibilities Translate forecasts, contact volumes, arrival patterns and Average Handle Time trends into effective workforce plans. Develop daily, weekly, fortnightly and monthly schedules and rosters. Ensure staffing levels are aligned with forecasted demand and operational requirements. Balance business needs with employee availability and wellbeing. Incorporate annual leave, absenteeism, training and other offline activities into workforce plans. Monitor staffing requirements and identify potential gaps before they impact service levels. Analyse capacity and demand to ensure operational targets are consistently achieved. Recommend appropriate actions, including overtime or staffing adjustments, when required. Identify trends and provide practical recommendations to improve workforce efficiency. Lead and support the Real-Time Analyst team. Monitor intraday performance, staffing levels and service-level trends. Make timely adjustments to resources throughout the day based on changing demand. Ensure resources are deployed effectively across queues and activities. Escalate risks and operational challenges appropriately and drive corrective action. Work closely with Operations, Training, Quality, Human Resources and other support functions. Communicate workforce requirements, staffing risks and recommendations to key stakeholders. Provide clear and accurate workforce reports and insights. Ensure final schedules are communicated effectively to Operations and Real-Time teams. Lead, coach and develop a team of Real-Time Analysts. Set clear expectations and monitor team performance. Support continuous learning and development within the WFM function. Promote a culture of accountability, collaboration and continuous improvement.