Assistant Workforce Manager

ibex; Washington (District of Columbia); Vor Ort; USD 85.000 - 120.000; Vollzeit

Zusammenfassung

ibex is seeking an Assistant Workforce Manager to lead a team of Schedulers and RTAs across multiple sites and client accounts. You will manage workforce plans, real-time execution, and staffing activities while partnering with Operations and clients to align strategies with business goals.

The role emphasizes driving utilization, productivity, and financial performance through effective leadership, intraday control, and proactive communication.

Qualifikationen

• Willingness to lead a team of Schedulers and RTAs with coaching responsibilities.
• 5–10 years of combined WFM experience including Scheduling and Real-Time Management.
• Direct people-management experience of 2–3 years is required.
• Experience with WFM applications such as IEX, Verint, and AWS; strong Excel skills.
• Effective communication and proactive collaboration with Operations and clients.

Aufgaben

• Lead and develop a team of Schedulers and RTAs, including coaching and performance management.
• Oversee creation, execution, and auditing of schedules and real-time workforce activities.
• Monitor intraday performance and address SLAs, staffing gaps, and variances.
• Partner with Operations and clients on forecasts, staffing plans, and reporting.
• Facilitate weekly reviews and cross-functional alignment on workforce strategies.
• Drive efficiency and profitability through proactive planning and collaboration.

Kenntnisse

WFM experience

Scheduling

Real-Time Management

Leadership

Communication

Analytical skills

Ausbildung

Bachelor’s Degree or equivalent

Tools

IEX

Verint

AWS

Excel

Jobbeschreibung

The Assistant Workforce Manager is a junior manager responsible for leading a team of Schedulers and Rel-Time Analysts (RTAs). This person is accountable for managing and auditing workforce plans, real-time execution, and staffing activities across assigned sites, lines of business (LOBs), and client accounts. The Assistant Manager partners closely with Operations, clients, and other key stakeholders to ensure alignments between workforce strategies and operational objectives, while driving utilization, productivity, service delivery, and financial performance. This role requires balancing long-term planning, intraday executions, and workforce optimization through proactive communication and effective team leadership.

• Ensure integrity, consistency, and compliance with established WFM processes and procedures.
• Ensure service delivery to the client, balancing staffing requirements with operational efficiencies and financial goals.
• Maintain confidentiality of information, objectives, and business practices of the company and its clients.
• Lead and develop a team of Schedulers and RTAs, providing coaching, performance management, and professional development opportunities.
• Oversee the creation, execution, and auditing of schedules and real0time workforce activities across assigned sites, LOBs, and accounts.
• Proactively drive efficiency and profitability through effective workforce planning and execution, linking assumptions such as hiring, seat utilization, shrinkage, AHT, occupancy, adherence, and staffing requirements.
• Monitor intraday performance and ensure appropriate actions are taken to address service level risks, staffing gaps, and operational variances.
• Partner with Operations and clients regarding forecasts, staffing plans, scheduling strategies, real-time performance, and workforce reporting.
• Facilitate weekly touchpoints and business reviews with stakeholders to discuss staffing plans, assumptions, operational performance, and workforce strategies that impact service delivery targets and business goals.
• Ensure effective communication and collaboration between Planning, Scheduling, Real-Time, and Operations teams to support business objectives.
• Identify opportunities for continuous improvement in workforce processes, productivity, service delivery, and resource utilization.
• Support workforce management reporting, analysis, and recommendations to improve operational performance and client outcomes.

• Bachelor’s Degree in any field or equivalent work experience.
• Must have 5 to 10 years of combines hands-on WFM experience, including Scheduling, Real-Time Management, and supervisory/people leadership responsibilities, with at least 2 to 3 years of direct people management experience.
• Experience with WFM applications such as IEX, Verint, and AWS and intermediate to advanced proficiency with Excel.
• Effective communication skills and hands-on management style.
• Ability to collaborate and support Operations through direct and proactive communication.
• Strong analytical, arithmetic, and problem-solving skills.
• Ability to train, coach, and facilitate knowledge transfer across Scheduling, Real-Time, and WFM functions.
• Ability to effectively engage with clients and Operations on a daily basis.
• Ability to work with Minimal supervision while supporting operational requirements and business objectives.
• Ability to adapt to changing priorities, manage multiple responsibilities, and maintain attention to detail in a dynamic environment.
• Positive attitude and approach to challenges; responds constructively to feedback and coaching.