Assistant Workforce Manager: Lead Scheduling & RT Ops

ibex; Washington (District of Columbia); On-site; USD 85,000 - 120,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

WFM experience

Scheduling

Real-Time Management

Leadership

Communication

Analytical skills

Education

Bachelor’s Degree or equivalent

Tools

IEX

Verint

AWS

Excel

Job description

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.