AM - WFM

Role overview

The Workforce Management (WFM) Assistant Manager plays a critical role in ensuring that an organization meets its business objectives through effective forecasting, capacity planning, scheduling, FTE calculation, and stakeholder management. This position demands a combination of analytical proficiency, strategic planning, and superior communication skills to align resources with business requirements.

Responsibilities

Forecasting

• Develop and maintain precise forecasting models to predict future demand and capacity requirements.
• Analyze historical data and market trends to accurately forecast future business needs.
• Collaborate with various departments to gather inputs and refine forecasts.

Capacity Planning

• Design and implement capacity planning strategies to ensure optimal resource allocation.
• Monitor and adjust capacity plans in response to evolving business conditions and requirements.
• Collaborate closely with operations teams to balance workloads and resources efficiently.

Scheduling

• Oversee the creation and management of detailed schedules to meet operational targets.
• Ensure that schedules are aligned with business goals and employee availability.
• Implement scheduling tools and techniques to enhance productivity and efficiency.

FTE Calculation

• Utilize both linear methods and Erlang models to calculate FTE requirements with precision.
• Provide insights and recommendations based on FTE analysis to support decision-making processes.
• Perform regular reviews and updates of FTE calculations to align with business needs.

Stakeholder Management

• Build and maintain robust relationships with key stakeholders across the organization.
• Communicate effectively with stakeholders to understand their needs and deliver appropriate solutions.
• Manage stakeholder expectations and ensure alignment with business objectives.

Communication

• Exhibit excellent communication skills, both written and verbal, to convey complex information clearly and concisely.
• Prepare and present reports, analyses, and recommendations to senior management and other stakeholders.
• Facilitate effective communication channels within the team and across departments.

Preferred candidate profile

• Experience with workforce management software and tools.
• Knowledge of industry best practices and trends in workforce planning and management.
• Leadership skills and the ability to mentor and guide junior team members.
• Adaptability and willingness to learn and implement new strategies and technologies.
• Early and immediate joiners will be preferred