Assistant Manager
4 days ago
Assistant Manager - Workforce Management
**Date**:Sep 17, 2025
**Location**:Melbourne, VIC, AU, 3000
**Requisition ID**:16741
**Description**:
**Responsibilities**Support operations from a scheduling and real-time perspective.-
Provide daily, weekly, and monthly reports and other operational dashboards.-
Manage shrinkage, schedule adherence, delivery, and resource planning.-
Track outages and assess the impact of such events.-
Review KPIs and service level projections for the upcoming week.-
Ensure all necessary efficiency parameters are within target.-
Handle ad-hoc requirements from Operations and other functions.-
Discuss daily/weekly performance with stakeholders.-
Interact with clients regarding FTE/delivery targets and other planning assumptions.-
Contribute to annual planning related to headcount, budget, span ratio, seat utilization, etc.**Functional Skills**Ability to communicate effectively, both verbally and in writing, with stakeholders in India and the UK at all levels.-
Minimum of 5 years of experience in a contact center, with at least 2 years in a supervisory role within Workforce Management.-
Functional knowledge of various workforce management tools (IEX, Genesys, Liveperson, etc.).-
Strong understanding of Workforce Management and operational management.-
Solid knowledge of capacity planning and real-time management.-
Clear understanding of how this role links to other roles and contributes to business goals.-
Proficiency in MS Office Suite.-
Good knowledge of key contact center metrics, such as FTE, shrinkage, AHT, occupancy, schedule adherence, CPH, ACL, concurrency, etc.-
Ability to analyze situations, identify gaps quickly, and take necessary steps to avoid impacts on delivery/service levels.-
Strong organizational skills with attention to detail; capable of planning and managing large-scale, long-term projects and strategies.-
Customer-focused approach, consistently placing high value on both internal and external customer experience.-
Ability to develop and maintain excellent working relationships with stakeholders and teams.**Skills Required**:
Excellent analytical, presentation, and communication skills.-
Experience with WFM tools and in-depth knowledge of their features.-
Strong proficiency in MS Office Suite.-
Expertise in WFM tools such as IEX, Genesys, and Liveperson.**Disclaimer**:
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