Assistant Workforce Manager: Scheduling & Real-Time Ops

Ibex Limited; Northern (KY); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Ibex Limited is hiring an Assistant Workforce Manager to lead Schedulers and RTAs across sites and client accounts. You will drive workforce plans, intraday execution, and staffing activities while aligning with operational objectives and financial goals.

You will partner with Operations and clients on forecasts, schedules, and workforce reporting, coaching team members and supporting continuous process improvements in a dynamic environment.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 5–10 years of combined hands-on WFM experience including Scheduling, Real-Time Management, and supervisory responsibilities; 2–3 years in people management.
• Experience with WFM applications such as IEX, Verint, and AWS; intermediate to advanced Excel.
• Strong communication, collaboration, and problem‑solving skills.

Responsibilities

• Lead and develop a team of Schedulers and RTAs; coach and manage performance.
• Oversee creation, execution, and auditing of schedules and real-time workforce activities.
• Balance staffing with operational efficiency and financial goals.
• Monitor intraday performance and address service level risks and variances.
• Partner with Operations and clients on forecasts, staffing plans, and reporting.
• Facilitate weekly touchpoints and business reviews with stakeholders.
• Promote collaboration between Planning, Scheduling, Real-Time, and Operations teams.
• Identify opportunities for continuous improvement in workforce processes.

Skills

WFM scheduling

Real-Time Management

People leadership

Analytical skills

Excel proficiency

Education

Bachelor’s Degree

Tools

IEX

Verint

AWS

Excel

Job description

Ibex Limited is hiring an Assistant Workforce Manager to lead Schedulers and RTAs across sites and client accounts. You will drive workforce plans, intraday execution, and staffing activities while aligning with operational objectives and financial goals.

You will partner with Operations and clients on forecasts, schedules, and workforce reporting, coaching team members and supporting continuous process improvements in a dynamic environment.