WFM - Assistant Manager

The Workforce Scheduler plays a key role in supporting the Service teams to deliver exceptional service to our customers. Accountable for day-to-day resourcing and scheduling of the Service team members, they will be responsible for all aspects of workforce planning, developing operational best practice and resource plans for all customer contact channels. * With Visual Basic; MIS Reporting Background

Scheduling and Real Time Management

• Produce schedules that best fit the predicted work arrival and flow patterns, created by factors
• Make recommendations for recruitment to ensure staff numbers are adequate to meet expected demand
• Coordinate the programming of training, coaching and other activities to ensure business objectives are achieved
• Provide feedback on employee performance and areas for improvement
• Produce work, productivity and resource requirements on the day, and at regular lead up intervals to assist in decision making and activity programming.

Reporting & Insights

• Monitor and report on performance of teams and individual staff against KPIs
• Identify trends and provide actionable insights to stakeholders
• Perform time and motion studies where required to report on handling time
• Create integrated database tracking tools for staffing shrinkage patterns to optimise resourcing forecasts

Continuous improvement

• Make intra-day adjustments to the work and productivity forecast and scheduled activities to maximize service level outcomes and ensure off activity occurs as planned.
• Within the current year, identify potential impacts to service level or financial outcomes and make appropriate resource recommendations to the team managers

People

• Building trust, and demonstrate empathy while providing feedback
• Work collaboratively with stakeholders to provide insights and feedback
• Stakeholder management to align and manage expectations

QUALIFICATIONS:

• Any Graduate
• WFM Tools Competency i.e., IEX, Aspect, Blue-Pumpkin
• Should have 4 years of Workforce Management experience from BPO industry
• High attention to detail and accuracy
• Strong written and oral communication skills