Assistant Manager- Contact Center

Introduction

At IBM, we are committed to delivering exceptional client and employee experiences through operational excellence, data-driven decision-making, and continuous innovation. Workforce Management plays a critical role in ensuring optimal resource utilization, service delivery performance, and operational efficiency across global support functions.

As an Assistant Manager – Workforce Management, you will be responsible for driving workforce planning strategies, forecasting demand, optimizing staffing requirements, and ensuring service level commitments are achieved. You will work closely with operations leadership, business stakeholders, and support teams to provide actionable insights and enable effective decision-making through workforce analytics.

This role offers an excellent opportunity to build expertise in Workforce Management, Operations Strategy, Capacity Planning, and Service Delivery Excellence within a fast-paced global environment.

Your Role And Responsibilities

• Lead workforce management activities including forecasting, capacity planning, scheduling, and real-time workforce optimization.
• Develop short-term and long-term staffing models based on business demand forecasts, historical trends, and operational requirements.
• Monitor workforce metrics and ensure achievement of service levels, productivity targets, occupancy goals, and operational KPIs.
• Analyze call, chat, email, and transaction volume trends to identify staffing requirements and operational risks.
• Partner with Operations, HR, Recruitment, Training, and Business teams to align workforce plans with organizational objectives.
• Manage intraday staffing adjustments and recommend actions to address service level fluctuations.
• Identify capacity gaps and recommend workforce solutions to mitigate operational risks.
• Develop and maintain workforce management dashboards, scorecards, forecasting models, and management reports.
• Perform trend analysis and provide actionable recommendations to improve service delivery and resource utilization.
• Lead workforce planning reviews and provide strategic insights to senior stakeholders.
• Drive process improvements, automation opportunities, and best practices within workforce management operations.
• Ensure workforce management practices comply with established governance, operational standards, and reporting requirements.
• Support business continuity planning and workforce contingency management activities.
• Manage stakeholder communication regarding capacity planning, staffing challenges, and operational performance.
  
  

Preferred Education

Master's Degree

Required Experience

Required technical and professional expertise

• Graduate or Postgraduate degree in Business Administration, Finance, Operations Management, Statistics, Mathematics, or a related field.
• 6–8 years of experience in Workforce Management, Capacity Planning, Operations Analytics, Resource Management, or Contact Center Planning.
• Strong experience in forecasting, scheduling, capacity planning, and workforce optimization.
• Experience managing workforce planning activities in a high-volume operational environment.
• Strong understanding of contact center metrics including Service Level, AHT, Shrinkage, Occupancy, Productivity, and Forecast Accuracy.
• Experience building staffing models and resource plans using historical and predictive data.
• Proven ability to manage multiple stakeholders and influence workforce planning decisions.
• Experience supporting global operations across multiple regions and time zones.
• Strong experience in operational reporting, KPI governance, and performance analysis.
  
  

Skills Required

• Excellent verbal and written communication skills.
• Advanced analytical and problem-solving capabilities.
• Strong stakeholder management and relationship-building skills.
• Ability to interpret large datasets and convert insights into business recommendations.
• Strong numerical aptitude and attention to detail.
• Advanced proficiency in Microsoft Excel, including Pivot Tables, Power Query, and advanced formulas.
• Experience with workforce management tools such as NICE IEX, Verint, Aspect, Genesys, Calabrio, or similar platforms.
• Strong presentation and reporting skills using PowerPoint and visualization tools.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational, planning, and project coordination skills.
• Ability to influence decision-making through data-driven recommendations.
  
  

Preferred Technical And Professional Experience

• Experience supporting global financial services, investment banking, or shared services organizations.
• Exposure to business intelligence and reporting tools such as Power BI, Tableau, Alteryx, or SQL.
• Knowledge of workforce optimization methodologies and predictive analytics.
• Experience leading process improvement or automation initiatives.
• Certification in Workforce Management, Six Sigma, Lean, or Operations Excellence is an advantage.
  
  

Additional Information / Pre-Employment Requirements

• Selected candidates will be required to undergo a comprehensive background verification process. This verification may take up to 6 weeks to complete, and employment will be subject to successful clearance.
• Candidates should be willing to work in a global service environment and provide support across multiple regions and time zones.
• Flexibility to work extended hours during critical business periods, month-end activities, and organizational initiatives may be required.
• The role requires regular interaction with senior business stakeholders and operational leadership teams.