Assistant Manager (Workforce Management)_Remote

Assistant Manager (Workforce Management)_Remote

Details as below:-

Note

Requirements (Must):

WFM: 30%

• Capacity Planning
• Forecasting
• Scheduling
• POC for WFM tool
• Invoice Projections
• ID management

Process Improvement: 30%

• Enhance existing process
• Initiate new process to support stake holders
• Optimizing resource utilization

Reporting: 20%

• Invoicing
• Ad-hoc reporting
• Building templates
• Provide performance insights to operations

People Management:20%

• Team scheduling/rostering
• Coaching & mentoring
• KPI reviews and 101 sessions
• Stake holder communication
• Track performance of team members

Responsibilities

• Lead a workforce planning team
• Create best capacity plan for business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness.
• Develop, improve and optimize work assignment, prioritization logic to manage work from

various regions with multiple constraints.

• Work with Operational Management to design and agree service protection strategies,

ensuring buy in and commitment at all levels allowing the Command Centre team to support

the customer Experience at all times.

• Provide real-time escalation, recovery, and restore capabilities for any failure of service;

notify any major issues to Workforce, Capacity and Operations leaders ensuring the right

people know of the incident at the right time.

• Constantly review existing processes and research new ones for possible automation

improvements or enhancements, designing and installing special project improvements or

enhancements whenever necessary.

• Communicates effectively with peer Workforce leads and Managers across the same

functional areas worldwide to drive priorities.

• Participate in wider projects and initiatives. He/she will own providing optimal workflow and

planning solutions for upcoming initiatives.

• Partner with Operations, Capacity Planning and Clients to analyse historical data and work

trends and provide workflow inputs. Manage the analyses of daily, weekly, and monthly

reporting of site performance via Key Performance Indicators.

• Support site management to optimize staffing requirements. Manage SLA and provide

recommended workflow options and directives to maintain acceptable SLA.

• Lead critical projects to improve workflow processes.
• Fully leverage existing technology, including global standardization of reporting