Assistant Manager WFM & RTM
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Posted on 7 Nov
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Experience
1 - 7 Years
Education
Bachelor of Business Administration(Management)
Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Oversee workforce operations, including forecasting, scheduling, and real-time management, ensuring alignment with business objectives.
Review and approve staffing strategies for both in-house and outsourced teams to optimize resource allocation.
Track and report on historical data to identify staffing and cost-efficiency 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 long-term 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 real-time issues and escalate concerns as needed.
Develop and implement process improvements to optimize real-time management.
Provide leadership support to the WFM team, ensuring smooth day-to-day operations and adherence to service-level targets.
Desired Candidate Profile
Bachelor s degree in Business Administration, Operations Management, or any other related field
- Strong understanding of workforce management principles (forecasting, scheduling, real-time management).
- Ability to work with both in-house and outsourced teams and support budget tracking.
- Excellent analytical thinking to assess staffing needs and make data-driven recommendations.
- Leadership skills with the ability to mentor and support WFM supervisors.
- Strong problem-solving abilities to manage real-time challenges and create recovery plans.
- Solid communication skills for cross-functional collaboration and reporting.
Company Industry
- IT - Software Services
Department / Functional Area
- Administration
Keywords
- Assistant Manager WFM & RTM
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