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Assistant Manager Workforce Management

2 weeks ago

Hyderabad, Telangana, India t3 Strategic Partners Full time ₹ 1,04,000 - ₹ 1,30,878 per year

About the Role

We are looking for a detail-oriented and analytical
Assistant Manager – Workforce Management (WFM)
to join our operations team in Hyderabad. The role involves managing forecasting, scheduling, and real-time workforce optimization to ensure operational efficiency and meet business objectives.

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.