Assistant Manager

2 weeks ago

Melbourne, Victoria, Australia Firstsource Solutions Full time $90,000 - $120,000 per year

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:

Firstsource follows a fair, transparent, and merit-based hiring process. We never request payment at any stage. Please beware of fraudulent offers and verify opportunities through our official channels or email addresses.

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