Assistant Manager – Workforce Management

1 week ago

Melbourne, Victoria, Australia Avance Consulting Full time $90,000 - $120,000 per year

Key Responsibilities:

Provide operational support from a scheduling and real-time management perspective.

Generate and manage daily, weekly, and monthly reports, along with relevant dashboards for operations.

Oversee and optimize shrinkage, schedule adherence, delivery performance, and resource planning.

Monitor and track outages, analyzing the impact on service levels and delivery.

Review KPIs and service level projections for upcoming weeks to ensure proactive planning.

Ensure all efficiency parameters remain within defined targets.

Handle ad-hoc operational requests from operations and other business functions.

Conduct daily and weekly performance reviews with stakeholders.

Collaborate with clients on FTE planning, delivery targets, and operational assumptions.

Contribute to annual planning, including headcount, budget, span ratios, and seat utilization.

Functional Skills & Experience:

Strong verbal and written communication skills to interact with India & UK stakeholders across all levels.

Minimum 5 years of experience in contact center operations, with at least 2 years in a supervisory WFM role.

Hands-on expertise with WFM tools such as IEX, Genesys, and LivePerson.

In-depth understanding of workforce management processes including capacity planning, scheduling, forecasting, and real-time management.

Knowledge of key contact center metrics: FTE, shrinkage, AHT, occupancy, schedule adherence, CPH, ACL, concurrency, etc.

Strong analytical mindset with the ability to identify gaps quickly and implement corrective actions to protect delivery and service levels.

Proven ability to manage large-scale and long-term projects/strategies aligned to organizational outcomes.

Strong focus on customer and stakeholder experience, with the ability to build and maintain excellent working relationships.

Technical & Professional Skills:

Proficiency in WFM tools (IEX, Genesys, LivePerson).

Strong working knowledge of MS Office Suite (Excel, PowerPoint, Outlook, Word).

Excellent analytical, presentation, and communication skills.

Deep understanding of capacity planning, scheduling, and real-time workforce management best practices.

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