Role & responsibilities

• Workforce Planning: Develop and implement workforce plans to ensure optimal staffing levels and resource allocation.

• Scheduling: Create and manage employee schedules, ensuring adequate coverage and compliance with labor laws.
• Forecasting: Analyze historical data and trends to forecast staffing needs and workload demands.
• Performance Monitoring: Monitor and analyze key performance indicators (KPIs) related to workforce management, providing insights and recommendations for improvement.
• Reporting: Generate and maintain reports on workforce metrics, including attendance, productivity, and utilization.
• Process Improvement: Identify opportunities for process improvements and implement changes to enhance efficiency and effectiveness.
• Team Leadership: Supervise and mentor a team of WFM analysts, providing guidance, support, and performance feedback.
• Collaboration: Work closely with cross-functional teams, including HR, operations, and finance, to ensure alignment with business goals.
• Compliance: Ensure compliance with company policies, labor laws, and industry regulations.
• Technology Utilization: Utilize WFM software and tools to streamline processes and improve accuracy.

Preferred candidate profile

• Experience in people management
• Bachelors Degree in a quantitative field (math, statistics or equivalent)
• 5 years experience in WFM in BPO industry.
• Experience in building and analyzing models for forecasting and headcount optimization.
• Experience in Capacity Planning, Scheduling & Rostering.
• Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment.
• Proficient in advanced usage of Microsoft Excel.
• Excellent communication skills.

Perks and benefits

• Competitive salary and benefits package.

• Opportunities for professional development and growth.

• A dynamic and supportive work environment.

Role: Assistant Manager

Industry Type: BPM / BPO

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Operations

Education

UG: Any Graduate

About company

PTW is a leading global provider of customer experience, quality assurance, localization, engineering and audio production services to key software and technology-focused markets including games, interactive entertainment media, education, e-commerce and internet of things.

For over 20 years, we have delivered great results for our clients. Our main aim is to advance their businesses, and enhance their customerssatisfaction. Were dedicated to helping every client develop the best products and consumer experiences possible. And because we believe in partnerships and collaboration, the journey is shared and the successes are too.