Deskripsi Pekerjaan
Are you a Workforce Management (WFM) expert looking to take your career to the next level? Infosys BPM is currently seeking a highly analytical and results-driven WFM Assistant Manager to join our dynamic team in Alabang, Muntinlupa City. In this pivotal role, you will be responsible for optimizing service levels, ensuring staffing efficiency, and driving operational excellence across our contact center functions.
As an Assistant Manager, you will serve as a bridge between data insights and operational execution. You will lead a team of forecasters and schedulers to ensure we meet complex client SLAs while fostering an environment of continuous improvement. If you have a passion for data-driven decision-making and are ready to grow within a global industry leader, we want to hear from you.
Tanggung Jawab
- Develop and oversee accurate short-term and long-term capacity planning and forecasting models.
- Monitor real-time service levels, adherence, and occupancy, implementing corrective actions to meet contractual KPIs.
- Provide actionable insights and data-driven recommendations to operations leadership based on performance analytics.
- Manage and mentor a team of WFM analysts to ensure high standards of accuracy and reporting.
- Collaborate with stakeholders to identify trends, mitigate staffing risks, and optimize scheduling efficiencies.
- Ensure seamless communication between operations, recruitment, and client management teams.
- Oversee the maintenance and integrity of WFM tools and software systems.
Kualifikasi
- Bachelor’s degree in Business, Mathematics, Statistics, Engineering, or a related field.
- Minimum of 3-5 years of experience in Workforce Management, specifically in a BPO or contact center environment.
- Proven expertise in industry-standard WFM tools (e.g., NICE IEX, Verint, Aspect).
- Advanced proficiency in Microsoft Excel (VBA/Macros preferred) and SQL for data manipulation.
- Strong analytical mindset with the ability to interpret complex data sets into strategic plans.
- Excellent leadership skills with a proven track record of managing high-performing teams.
- Strong stakeholder management skills and the ability to operate effectively in a fast-paced environment.