Assistant Manager

Responsibilities:

• Manage a team of Traffic Analysts and Scheduling Analysts across all programs and potentially across multiple sites.
• Collaborate with the Workforce Management (WFM) Manager and site operations to develop effective staffing strategies considering variables that may impact staffing and call volume projections.
• Monitor and analyze call patterns and intra/inter-day activity, making real-time adjustments to maintain optimal productivity and efficiency.
• Assist in the creation of scheduling matrices that support service level, adherence, and financial goals using historical and projected data.
• Develop contingency plans in partnership with the WFM Manager to ensure consistent staffing during emergencies or unplanned events.
• Prepare and distribute accurate and timely operational and performance reports to operations management and clients.
• Proactively track agent calling behaviors, efficiency, and availability, reporting real-time deficiencies to the operations team for immediate action.

Qualifications:

• Bachelor's degree in Business Management, Finance, or a related field preferred; high school diploma or equivalent required (2 years of college preferred).
• Minimum 3 years of experience in Workforce Operations within a Customer Care or BPO environment, including experience interacting with clients and senior management.
• At least 1 year of experience working with WFM tools such as Verint, IEX, Aspect, or similar technologies.
• At least 1 year of experience working with Avaya or other ACD phone systems.
• Strong analytical skills with the ability to apply them in real-time scenarios.
• Proficiency in Microsoft Office applications, especially Word and Excel.
• Excellent decision-making, problem-solving, and team collaboration skills.
• Strong oral, written, and interpersonal communication abilities.
• Reliable and consistent in completing assignments and maintaining attendance.