Calling all champions, can-doers and go-getters! We are looking for an Assistant Manager - Workforce Management to join our dynamic, fast-moving global team.

We need candidates with strong leadership skills and a hawk’s eye for detail to spot issues and find solutions to them before they turn into problems.

We need someone highly organised for this role, someone with chameleon-like abilities to adapt quickly to changes, with multitasking skills that could have you juggling priorities and complex projects and tasks.

If you are looking to take the next step in your career and an opportunity to be a part of an industry-leading contact centre committed to your success and development, apply today.

What you’ll be doing

• Co-ordinating appropriate staffing allocation and availability of staff in order to achieve operational objectives
• Ensuring that advanced workload forecasting is created, reviewed, reported, tracked and adjusted to ensure optimal staffing and performance
• Maintaining an understanding of initiatives impacting the workload and making adjustments accordingly
• Ensuring forecasts and reports are timely, accurate, and consider changes to the business
• Providing analysis, thought leadership and strategic consulting to the Head of Workforce by considering enterprise initiatives, trends and capabilities
• Recommending performance solutions related to department operational areas
• Analysing and identifying opportunities by providing real-time information and making recommendations for improvements
• Identifying, providing oversight and performing forecasting analysis for both internal and external customers
• Using industry standard and leading techniques in forecasting and reporting
• Ensuring employees understand how the tasks they perform support the workload planning and forecasting activities
• Promoting and fostering growth within the Workforce Management Department by providing opportunities for learning, mentorship and development
• Monitoring to ensure standardisation and consistency of Workforce processes, ongoing improvements and enhancements
• Co-ordinating the consistency of guidelines and best practices
• Working with the Workforce Teams in problem-solving, trouble shooting and issue resolution
• Performing system administration duties as needed for the Aspect Workforce Management system, Schedule Planner Web, IVR and Real Time Adherence
• Helping to manage future upgrades and installation of advanced Workforce Management systems including user access and system performance
• Leading or facilitating corporate level projects, teams and initiatives
• Managing the Scheduling Team ensuring all the deliverables are quality checked and with sense of accountability and ownership
• Assuming and performing other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position

What you’ll need

• Graduate or above
• Minimum 5 years' experience in a contact centre with at least 3 years in real time management or scheduling role with team handling experience
• Experience of scheduling, forecasting and capacity planning
• Knowledge of Workforce tools such as Teleopti, IEX, Aspect and Blue Pumpkin
• Excellent communication, mathematical, logical, analytical, automation and MS Excel skills

Take this opportunity to advance your career with our collaborative team of 120,000 passionate game-changers who work across 200 locations in over 60 countries delivering exceptional customer experiences for some of the world’s leading brands.