Assistant Manager Worforce

Job Description : Schedule Creation & Adherence: Develop employee schedules based on forecasted workloads, service level targets, and productivity requirements Consider factors such as call volumes, customer demand patterns, staffing constraints, and employee availability to create efficient and effective schedules Workforce Monitor and manage employee adherence to assigned schedules. Track attendance, breaks, lunch hours, and time-off requests to ensure compliance with the established schedules. and address any deviations Real-Time Monitoring: Continually monitor real-time performance metrics, such as service levels, average handle times, and agent availability Make timely adjustments to schedules or resource allocation to maintain optimal service levels and address any imbalances or disruptions in operations. Schedule Optimization: Collaborate with WFM Analyst in analyzing historical data, performance metrics, and workforce patterns to identify areas for schedule optimization Seek ways to improve efficiency, reduce costs, and enhance employee satisfaction while maintaining service levels. This involves adjusting shift patterns, implementing flexible scheduling options, or optimizing breaks and lunch periods. Reporting and Analysis: Generate reports and provide insights as well as propose corrective actions on key workforce metrics, schedule adherence, and performance indicators Update internal / external reports (employee timekeeping, payroll, costs, revenues, etc.) and tools (internal movements, hiring, termination, etc.) Compliance and Policy Adherence: Ensuring adherence to labor laws, regulations, company policies, internal and external Standards (or a combination of the above, depending on each departments requirements). Interested candidates can share their application on

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