{"@context":"https://schema.org","@type":"JobPosting","title":"Work Force Management ( WFM ) - Assistant Manager","description":"

We are looking for an experienced Assistant Manager WFM in the BPO industry to manage workforce planning, scheduling, and real-time operations to ensure optimal resource utilization and service delivery.

Key Responsibilities

Manage workforce planning, scheduling, and forecasting activities
Monitor real-time queue and ensure SLA adherence
Handle shrinkage, capacity planning, and resource allocation
Analyze call volume trends and prepare reports/MIS
Coordinate with operations to optimize staffing levels
Manage RTA (Real-Time Adherence) and intraday performance Drive process improvements in WFM functions Lead and mentor WFM team members

Requirements / Skills

Minimum 2 years of experience as WFM Assistant Manager in BPO Strong knowledge of WFM concepts (forecasting, scheduling, RTA)
Experience in handling voice/non-voice processes
Good analytical and problem-solving skills
Strong communication and stakeholder management skills
Hands-on experience with WFM tools (like IEX, Aspect, etc.)

","datePosted":"2026-06-25T00:00:00.000Z","validThrough":"2026-08-24T00:00:00.000Z","employmentType":"FULL_TIME","identifier":{"@type":"PropertyValue","name":"myjobb-ai","value":"4401253"},"url":"https://myjobb.ai/jobs/work-force-management-wfm-assistant-manager/4401253","directApply":false,"hiringOrganization":{"@type":"Organization","name":"Kriyalogic Technologies","logo":"https://img.naukimg.com/logo_images/groups/v1/mobile/12009697.gif"},"jobLocation":[{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Pune","addressRegion":"Maharashtra","addressCountry":"India"}}]}