WFM助理经理（741）
WFM Assistant Manager (741)
概述
Workforce Management（WFM）助理经理负责支持Teleperformance SA内部在人员规划、实时运营和管理信息流程方面的有效日常管理。该职位在通过准确预测、高效排班和主动的实时管理来满足运营需求方面起着关键作用。
与WFM经理和运营相关方紧密合作，WFM助理经理有助于实现关键绩效指标（KPI），提高运营效率，并保持高标准的服务交付。该职位还注重团队领导、持续改进和数据驱动决策，同时确保与业务目标一致。
资格要求
- 拥有Matric或同等学历（必需）。
- 至少3–5年在人员管理或相关运营岗位的工作经验。
- 至少2–3年在WFM主管、助理经理或类似职位中担任领导职务的经验。
- 具有BPO/客服中心经验者优先。
- 熟悉人员管理工具和系统（例如NICE、Verint或类似平台）。
- 精通预测、报告和人员分析。
- 强大的分析和解决问题能力，能够解读复杂数据并识别趋势。
- 在快节奏环境中管理多项优先事项的能力。
- 有证明的领导能力，有推动团队绩效和参与的经验。
- 优秀的沟通、人际交往和利益相关者管理技能。
- 高度有条理、适应性强、有韧性，具有强烈的以客户为中心的思维。
职责
人员规划与预测
- 支持并监督使用历史数据、业务趋势和季节性需求模式创建准确的人员预测。
- 确保制定有效的人员排班，以平衡运营需求、服务级别和员工可用性。
- 协助资源规划并制定计划以满足短期和中期的运营需求。
实时管理
- 实时监控运营表现，并根据需要调整人员安排以维持服务级别。
- 与运营团队合作，处理当日挑战，包括休息遵守情况、班次变更和缺勤覆盖。
- 主动识别并缓解可能影响服务交付的风险。
数据分析与报告
查看英文原文
Overview
The Workforce Management (WFM) Assistant Manager is responsible for supporting the effective day-to-day management of workforce planning, real-time operations, and management information processes within Teleperformance SA. This role plays a key part in ensuring operational demands are met through accurate forecasting, efficient scheduling, and proactive real-time management.
Working closely with the WFM Manager and operational stakeholders, the WFM Assistant Manager contributes to achieving key performance indicators (KPIs), improving operational efficiency, and maintaining high service delivery standards. The role also focuses on team leadership, continuous improvement, and data-driven decision-making while ensuring alignment with business objectives.
Qualifications
- Matric or equivalent qualification (essential).
- Minimum of 3–5 years’ experience in Workforce Management or a related operational role.
- At least 2–3 years’ experience in a leadership capacity as a WFM Lead, Assistant Manager, or similar role.
- BPO / contact center experience would be advantageous.
- Strong working knowledge of WFM tools and systems (e.g. NICE, Verint, or similar platforms).
- Proficiency in forecasting, reporting, and workforce analytics.
- Strong analytical and problem-solving skills with the ability to interpret complex data and identify trends.
- Proven ability to manage multiple priorities in a fast-paced environment.
- Demonstrated leadership capability with experience driving team performance and engagement.
- Excellent communication, interpersonal, and stakeholder management skills.
- Highly organized, adaptable, and resilient, with a strong customer-focused mindset.
Responsibilities
Workforce Planning and Forecasting
- Support and oversee the creation of accurate staffing forecasts using historical data, business trends, and seasonal demand patterns.
- Ensure effective workforce schedules are developed to balance operational requirements, service levels, and employee availability.
- Assist with resource planning and build plans to meet short- and medium-term operational needs.
Real-Time Management
- Monitor operational performance in real time and adjust staffing plans as required to maintain service levels.
- Partner with Operations teams to manage intraday challenges, including break adherence, shift changes, and absence coverage.
- Proactively identify and mitigate risks that may impact service delivery.
Data Analysis and Reporting
- Generate and analyse workforce management reports, including service levels, productivity, and utilisation metrics.
- Identify trends, performance gaps, and opportunities for improvement through data analysis.
- Provide clear, actionable insights and recommendations to the WFM Manager and senior stakeholders.
Team Leadership and Development
- Lead, mentor, and support a team of WFM Analysts to ensure high performance and consistent service delivery.
- Conduct regular performance reviews, provide coaching and feedback, and promote continuous learning and development.
- Foster a positive, collaborative, and high-performance team culture.
Process Optimisation and Continuous Improvement
- Review existing WFM processes and systems to identify opportunities for improvement and increased efficiency.
- Support the implementation of process enhancements aligned to business goals and operational best practice.
- Maintain and refine workforce management strategies to improve service levels and customer satisfaction.
Collaboration and Stakeholder Engagement
· Work closely with cross-functional teams including Operations, HR, and IT to ensure seamless workforce management execution.
Act as a key point of contact between the WFM team and leadership, providing regular updates on performance, risks, and operational challenges
Originally posted on Himalayas