Job Description

WFM Assistant Manager

Role Overview: 
The Workforce Management (WFM) Assistant Manager plays a critical role in ensuring that an organization meets its business objectives through effective forecasting, capacity planning, scheduling, FTE calculation, and stakeholder management. This position demands a combination of analytical proficiency, strategic planning, and superior communication skills to align resources with business requirements.
 

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Key Responsibilities:

Forecasting
•    Develop and maintain precise forecasting models to predict future demand and capacity requirements.
•    Analyze historical data and market trends to accurately forecast future business needs.
•    Collaborate with various departments to gather inputs and refine forecasts.

Capacity Planning
•    Design and implement capacity planning strategies to ensure optimal resource allocation.
•    Monitor and adjust capacity plans in response to evolving business conditions and requirements.
•    Collaborate closely with operations teams to balance workloads and resources efficiently.

Scheduling
•    Oversee the creation and management of detailed schedules to meet operational targets.
•    Ensure that schedules are aligned with business goals and employee availability.
•    Implement scheduling tools and techniques to enhance productivity and efficiency.
 

FTE Calculation
•    Utilize both linear methods and Erlang models to calculate FTE requirements with precision.
•    Provide insights and recommendations based on FTE analysis to support decision-making processes.
•    Perform regular reviews and updates of FTE calculations to align with business needs.

Stakeholder Management
•    Build and maintain robust relationships with key stakeholders across the organization.
•    Communicate effectively with stakeholders to understand their needs and deliver appropriate solutions.
•    Manage stakeholder expectations and ensure alignment with business objectives.

Communication
•    Exhibit excellent communication skills, both written and verbal, to convey complex information clearly and concisely.
•    Prepare and present reports, analyses, and recommendations to senior management and other stakeholders.
•    Facilitate effective communication channels within the team and across departments.
 

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Qualifications and Experience:

•    Graduate degree in a relevant field.
•    Minimum of 4-5 years of WFM work experience.   
•    Proficiency in using linear methods and Erlang models for workforce management.
•    Proven track record of managing stakeholder relationships and delivering exceptional communication.
•    Strong analytical and problem-solving skills.
•    Ability to work in a fast-paced environment and manage multiple tasks simultaneously.

•    Must have Erlang calculations knowledge