Assistant Manager – Workforce Management (WFM)

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.