WFM Assistant Manager
Image Icon Thailand · Bangkok
Category Operations
Full time

Responsibilities and Accountabilities

  • Maintaining a close working relationship with all departmental leadership in developing staffing strategies

  • Advise Site Directors, Business Managers and Supervisors regarding balancing work volume; collaborate with managers within and across sites to balance workload- between departments and sites on a regular as well as ad hoc basis, acting as an advocate for the caller

  • Provide team coaching and development by accurately accessing strengths and opportunities, giving timely and actionable feedback, as well as motivate direct reports to optimize performance

  • Partner with Site Director regarding forecasting / planning based on actual experience and trend analyses and implement necessary tactics to achieve service targets.

  • Partner with staff and leadership (e.g., Site Director, Business Managers, Supervisors) within and across sites to identify business opportunities based on analysis- of reports (e.g. consolidate queues, change phone hours)

  • Analyzing real-time call trends and adjust staffing to ensure service levels as well as company’s financial goals (efficiencies) are met

Skills & Experience

  • Graduate degree preferably in statistics and Math

  • Minimum 5 years in call center workforce management experience

  • Experienced in forecasting, capacity planning and real-time workforce management.

  • Strong quantitative/analytical skills. Excellent interpersonal, written, verbal and listening skills

  • Proven ability to coach to, and drive for, results and provide strategic value and strong project

    management skills

  • Proficient with system reporting and scheduling tools as well as Microsoft Office (Excel, Word,

    PowerPoint, Outlook)