Deputy Manager -WFM

Role Overview

The Workforce Management (WFM) Deputy 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.

Key Responsibilities: -

Forecasting

1. Develop and maintain precise forecasting models to predict future demand and capacity requirements.

2. Analyze historical data and market trends to accurately forecast future business needs.

3. Collaborate with various departments to gather inputs and refine forecasts.

Capacity Planning

1. Design and implement capacity planning strategies to ensure optimal resource allocation.

2. Monitor and adjust capacity plans in response to evolving business conditions and requirements.

3. Collaborate closely with operations teams to balance workloads and resources efficiently.

Scheduling

1. Oversee the creation and management of detailed schedules to meet operational targets.

2. Ensure that schedules are aligned with business goals and employee availability.

3. Implement scheduling tools and techniques to enhance productivity and efficiency.

FTE Calculation

1. Utilize both linear methods and Erlang models to calculate FTE requirements with precision.

2. Provide insights and recommendations based on FTE analysis to support decision-making processes.

3. Perform regular reviews and updates of FTE calculations to align with business needs.

Stakeholder Management

1. Build and maintain robust relationships with key stakeholders across the organization.

2. Communicate effectively with stakeholders to understand their needs and deliver appropriate solutions.

3. Manage stakeholder expectations and ensure alignment with business objectives.

Communication

1. Exhibit excellent communication skills, both written and verbal, to convey complex information clearly and concisely.

2. Prepare and present reports, analyses, and recommendations to senior management and other stakeholders.

3. Facilitate effective communication channels within the team and across departments.

Qualifications and Experience

• Graduate degree in a relevant field.
• Minimum of 4-5 years of WFM work experience.
• Proficiency in using linear methods and Erlang models for workforce management.
• Proven track record of managing stakeholder relationships and delivering exceptional communication.
• Strong analytical and problem-solving skills.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.