Assistant Manager- Contact Center

Required Experience:

Graduate or Postgraduate degree in Business Administration, Finance, Operations Management, Statistics, Mathematics, or a related field.

68 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.

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.