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t3 Strategic Partners
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Assistant Manager Workforce Management

Assistant Manager Workforce Management

t3 Strategic Partners

7 years

0 Lacs

hyderabad telangana india

Posted:1 week ago| Platform:

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Skills Required

management forecasting scheduling optimization efficiency staffing data reports support planning metrics statistics service excel communication ai automation mentoring

Work Mode

On-site

Job Type

Full Time

Job Description

About the Role

Assistant Manager – Workforce Management (WFM)

Key Responsibilities

Develop and maintain accurate staffing forecasts using historical data and business insights.
Create and manage schedules to achieve operational KPIs and SLAs.
Monitor intraday performance and proactively address staffing imbalances.
Generate reports and dashboards to provide actionable insights to leadership.
Partner with cross-functional teams to support capacity planning for new initiatives.
Track and optimize key workforce metrics such as shrinkage, utilization, and adherence.
Mentor and guide junior WFM analysts to ensure accuracy and accountability.

Qualifications & Skills

Required:

Bachelor’s degree in Business, Operations, Statistics, or a related field.
7+ years of experience in Workforce Management within digital operations, or service-oriented environments.
Hands-on experience with WFM tools (e.g., NICE, Verint, Genesys, Calabrio) and advanced Excel skills.
Strong analytical and problem-solving skills.
Excellent communication and stakeholder management abilities.

Preferred:

Exposure to AI or automation tools in workforce management.
Experience in digital media, ad-tech, or revenue operations domains.
Prior team management or mentoring experience.

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