Assistant Manager

• Develop and implement capacity planning strategies to ensure optimal resource utilization and efficiency within the WFM department
• Analyze historical data and trends to accurately forecast future workload and staffing requirements across various departments or teams
• Collaborate with stakeholders to understand business goals, priorities, and operational requirements to inform capacity planning decisions
• Lead a team of capacity planners, providing guidance, coaching, and support to ensure the team delivers high-quality work and meets objectives
• Develop and maintain capacity planning models, tools, and processes to streamline planning activities and improve accuracy
• Monitor and analyze real-time data and key performance indicators (KPIs) to identify capacity constraints, inefficiencies, and opportunities for improvement
• Partner with other departments, such as Operations, Human Resources, and Finance, to align capacity planning efforts with broader organizational objectives and initiatives
• Prepare and present regular reports, forecasts, and recommendations to senior management, highlighting key insights, risks, and opportunities
• Drive continuous improvement initiatives to enhance the effectiveness and efficiency of capacity planning processes and methodologies
• Stay informed about industry best practices, emerging trends, and technological advancements in workforce management and capacity planning.

• Proficiency in workforce management software, forecasting tools, and analytics platforms (e.g., WFM systems, Excel, Power BI, Tableau, etc.)
• Strong analytical skills with the ability to interpret data, analyze trends, and draw actionable insights.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and stakeholders.
• Proven leadership abilities, including the ability to motivate, coach, and develop team members
• Strong organizational skills with the ability to manage multiple priorities and deadlines in a fast-paced environment.
• Detail-oriented mindset with a focus on accuracy and precision in all aspects of work
• Knowledge of contact center operations, customer service principles, and industry standards is a plus

• Very proficient with Microsoft Excel
• Ability to scrub, dissect and shape data, create customized reports.
• Good knowledge of any WFM systems such as eWFM, Blue Pumpkin/Impact 360, IEX, Genesys etc.
• Create forecasts, schedules and IDPs, run scenarios inside a WFM tool

• 4+ year of hands-on experience in WFM in a call center inbound voice chat back office process
• 3+ year of Capacity Planning experience using any of the following tools - eWFM, Blue Pumpkin/Impact 360, or IEX.

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