Workforce Assistant Manager  

• Responsible for the creation and supervision of daily, weekly and monthly reports for volume, service levels, abandon rates, shrinkage etc. and explain variances to forecasts.
• Works across stakeholders to design, develop and continuously improve forecasting models related to staffing needs and gathers relevant information to predict future impacts. Applies and integrates advanced and predictive analysis, people metrics and reporting to develop strategic and operational insights for workforce decision making.
• Supervises the capacity planning, scheduling and real time analysis done by the workforce specialists
• To connect with Operations on a regular frequency and review the capacity planning on their excess or deficit staffing by process and to work on on a plan to mitigate any major foreseen issues
• To work with Operations, Training and Recruitment team and drive the WFM strategies to optimize resource utilization.

• Candidates should be a bachelor degree holder
• Should be excellent in both oral and written English
• Should have expertise in Microsoft Excel & Words and Google Sheets & Google Docs.
• Must have at least 3+ years experience in scheduling, capacity planning and forecasting or any related field
• Should have strong leadership skills

Preferred Skills and experience:

• Experience of implementing WFM tools or software to Excel based operation
• Strong in MS Excel Macro
• Strong in MS Access or any other data analysis tool