Assistant Manager Workforce Management - Planning - #124876

iQor, Inc.; Dadri; On-site; INR 600,000 - 1,000,000; Full time

Job summary

iQor, Inc. is seeking a Workforce Management Supervisor in India to ensure adequate staffing and forecasted call volume alignment with client KPIs. The role involves managing intraday scheduling, reporting, and coordination with offshore teams.

The ideal candidate has 4–7 years of workforce management experience in call centers, strong Excel skills, and a proven supervisory background. A Bachelor's degree is required, with responsibilities spanning planning, reporting, and process optimization.

Qualifications

• Bachelor's Degree or equivalent required.
• 4–7 years in workforce management with forecasting, staffing, and scheduling.
• 3+ years in call or contact center environments.
• Proficient in Excel and strong analytical abilities.

Responsibilities

• Ensure resources are in place to handle forecasted call volume and KPI targets.
• Participate in client calls to review KPI performance.
• Provide intraday, daily, weekly, and monthly staffing reports and forecasts.
• Recommend staffing changes and execute them to meet KPI goals.
• Schedule off-the-phone activities to avoid KPI impact.
• Manage forecasting and scheduling processes, including leave approvals.
• Handle administrative processes including ID administration and related duties.

Skills

Forecasting

Staffing

Scheduling

Call center experience

Communication

Supervisory experience

Excel proficiency

Analytical skills

Multi-tasking

Confidential information handling

IEX/Aspect WM software

Education

Bachelor's Degree or Equivalent

Tools

IEX

Aspect

Job description

We’re excited you’ve considered to Be More with iQor. From Customer Interactions to Product Support, we’ll help you reach, stretch and realize your potential. Grow More with your own customized career path. Learn More with award-winning training. Earn More with industry-leading compensation. And Care More in a culture that treats you like family and gives back to your community. A world of opportunity is waiting. Let’s get started!

Job Summary:

Ensures that resources are in place to handle client forecasted call volume while meeting client, internal, and financial KPI targets. This position is also responsible for managing various administrative duties to ensure accurate reporting, reporting structures, and system access. Teams in multiple locations incl. off-shore analysts may report to this role.

Responsibilities:

• Assists in managing and maintaining training plans to ensure that adequate staffing resources are planned for to handle forecasted call volume.
• Participates in various clients calls to review client KPI performance.
• Ensures reporting is provided to the operation team that illustrates intraday scheduled staffing versus required staffing to the forecast and monthly basis to ensure KPI are met.
• Ensures staffing and scheduling modifications are recommended to the operation team and are executed on an intraday, daily, weekly and monthly basis to ensure KPI are met.
• Ensures various off-the-phone activities for the agent populations are scheduled in such a manner as to not impact KPI performance.
• Manages various forecasting and scheduling processes including vacation day approvals, schedule change approvals, and loading new hire schedules.
• Manages various administrative processes including ID administration. Performs other duties as assigned.

Skills Requirements:

• 4-7 years of experience. Prior workforce management experience including forecasting, staffing, and scheduling.
• Prior call / contact center experience, 3 year minimum required.
• Strong and effective oral / written communication skills.
• Prior supervisory experience including a team of 5 or more direct reports.
• Excellent presentation skills.
• High level of proficiency with Excel.
• Strong mathematical skills.
• Strong analytical skills.
• Ability to multi-task.
• Ability to prioritize and delegate deliverables.
• Ability to maintain confidential information Working knowledge of IEX, Aspect or any other Workforce Management Software.

Education Requirements:

Bachelor's Degree, First Degree, Trade/Vocational School certificate or Equivalent required.

Physical Requirements:

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Speak, type and/or sit for extended periods of time. Consistent attendance is an essential function of the job.