Assistant Manager – Workforce Management (WFM)

Key Responsibilities Translate forecasts, contact volumes, arrival patterns and Average Handle Time trends into effective workforce plans. Develop daily, weekly, fortnightly and monthly schedules and rosters. Ensure staffing levels are aligned with forecasted demand and operational requirements. Balance business needs with employee availability and wellbeing. Incorporate annual leave, absenteeism, training and other offline activities into workforce plans. Monitor staffing requirements and iden…