Job Description
Collaborate with stakeholders to understand business needs and forecast workload demands.Develop and maintain accurate capacity models to optimize staffing levels and meet service levelobjectives.Monitor real-time adherence to schedules and implement adjustments as necessary.Analyze historical data to make informed recommendations for future capacity planning.Generate invoices based on agreed-upon trends and services provided.Implement revenue generation strategies through effective resource allocation and utilization.Manage revenue forecasting accuracy and review key performance indicators (KPIs).Calculate service credits for deviations from agreed-upon service levels and ensure properdocumentation.Develop and implement standardized WFM processes, ensuring compliance with industry best practicesand organization policies.Conducting regular audits to assess the effectiveness and efficiency of WFM processes.Identify areas for improvement and work with cross-functional teams to implement enhancements.Stay informed about industry trends and emerging technologies to continuously optimize WFM processes.Functional knowledge of various workforce management & financial tools.Overall Understanding of workforce management, along with operational management.Understand and know the purpose of the role and how it links to the other roles.Understands and has knowledge of metrics such as Shrinkage, AHT, Occupancy, Schedule, Adherence, etc.Analyze situations, identify the gaps quickly, and take necessary steps to avoid impact.
Qualifications
Bachelor’s degree or equivalentMinimum of two years of experience as an Assistant Manager in Workforce Management.Overall understanding of workforce management and operational management.Analytical mindset with the ability to identify gaps and take necessary steps to avoid impact.Knowledge of Capacity Planning, Forecasting, Scheduling, Financial management is must.