Do you love puzzles, planning, problem-solving, and making sure the right people are in the right place at the right time? Are spreadsheets your superpower and forecasting your love language? If so, we have the perfect opportunity for you!We're on the hunt for an energetic and detail-driven Assistant Manager - Workforce Management (WFM) to join our fast-paced BPO environment. This is your chance to be at the heart of the operation, balancing customer demand, employee experience and business performance while leading a team of Real-Time Analysts (RTAs) to success.As our WFM superhero, you'll turn forecasts into action, schedules into success and data into decisions that keep our operation running like a well-oiled machine.What You'll Be Responsible For: Planning & Scheduling ExcellenceTransform forecasts, volume trends, arrival patterns and AHT insights into accurate and effective schedules.Create daily, weekly, fortnightly and monthly rosters that keep our operation performing at its best.Ensure schedules align with business requirements while maintaining employee wellbeing.Service Level ManagementMonitor staffing requirements to ensure service levels and operational targets are consistently achieved.Identify staffing gaps before they become challenges and proactively recommend solutions.Workforce OptimizationEnsure shifts comply with company and HR policies.Schedule mandatory breaks, lunches and personal time to support employee wellbeing.Allocate time for outbound activities, offline work, training, coaching and meetings.Incorporate planned leave while allowing for unexpected absences through smart workforce planning.Operational PartnershipWork closely with Operations, Training, Quality and HR teams to ensure workforce plans support business needs.Highlight potential staffing shortages and recommend overtime solutions when required.Deliver final schedules to Operations and RTA teams for execution.Intraday LeadershipLead and develop a team of RTAs.Drive intraday management, ensuring resources are optimally deployed throughout the day.Monitor performance trends and take action to maximise efficiency and customer experience.What Makes You a Great Fit?You're someone who:Loves working with data and turning insights into action.Thrives in a fast-paced, ever-changing contact centre environment.Can spot trends, solve problems and make decisions quickly.Has strong stakeholder management and communication skills.Balances operational requirements with employee experience.Enjoys coaching, developing and leading a team.Is highly organised, detail-oriented and proactive.Takes ownership and always looks for ways to improve processes.Why You'll Love This RoleThis isn't just about schedules and spreadsheets. It's about being the strategic engine behind a successful operation. You'll have the opportunity to influence business performance, collaborate with multiple departments, develop future talent and play a critical role in delivering exceptional customer experiences every day.
