Assistant Manager

Responsibilities :

• Manage a team of Traffic Analysts and Scheduling Analysts across all programs and potentially across multiple sites.
• Collaborate with the Workforce Management (WFM) Manager and site operations to develop effective staffing strategies considering variables that may impact staffing and call volume projections.
• Monitor and analyze call patterns and intra / inter-day activity, making real-time adjustments to maintain optimal productivity and efficiency.
• Assist in the creation of scheduling matrices that support service level, adherence, and financial goals using historical and projected data.
• Develop contingency plans in partnership with the WFM Manager to ensure consistent staffing during emergencies or unplanned events.
• Prepare and distribute accurate and timely operational and performance reports to operations management and clients.
• Proactively track agent calling behaviors, efficiency, and availability, reporting real-time deficiencies to the operations team for immediate action.

Qualifications :

Skills Required

Workforce Management, Scheduling, traffic analysis