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Assistant Manager
2 weeks ago
Job Summary We are looking for a highly skilled and analytical Assistant Manager – WFM to lead our Workforce Management and MIS functions. This role is critical in driving operational excellence, ensuring service level adherence, and delivering actionable insights through advanced reporting, Capacity planning, FTE sizing and forecasting. The ideal candidate will have strong technical expertise and leadership capabilities to manage a high-performing WFM team in a back-office environment.
Key Responsibilities: Workforce Management & MIS
• Manage end-to-end WFM & MIS processes: Forecasting, Capacity Planning, FTE sizing, Scheduling, Real-Time Management, and Reporting
• Drive performance to meet service level metrics and ensure SLA monitoring and reporting
• Deliver timely, accurate reports and business insights to stakeholders
• Ensure alignment with WFM & MIS frameworks and continuous calibration.
Team Leadership
• Lead and mentor the WFM team, ensuring accountability and performance tracking
• Foster a culture of continuous improvement and data-driven decision-making. Strategic Planning & Analytics
• Oversee capacity planning for assigned accounts to optimize resource utilization
• Develop and maintain mathematical models for forecasting and staffing
• Automate reporting processes to reduce manual tasks and improve efficiency. Technical Expertise
• Excel: Advanced proficiency including pivot tables, formulas, macros, and automation
• Power BI: Strong experience in dashboard development and data visualization
• MS Access: Knowledge of database creation, management, and reporting (added advantage)
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