Assistant Workforce Management Manager - Call Center Operations

Join IBEX Global Solutions as an Assistant Workforce Management (WFM) Manager in beautiful Bali, Indonesia! This is a unique opportunity to take the next step in your career by overseeing a team of workforce planners and real-time analysts in a dynamic call center environment. IBEX Global Solutions is a leading provider of outsourcing services, offering a wide range of solutions to clients across various industries. With a strong focus on quality and customer satisfaction, IBEX is committed to delivering exceptional service and driving business growth. In this role, you will be responsible for managing and optimizing the call center workforce, ensuring that the right number of agents are available at the right time to meet customer demand and service level agreements.

As an Assistant WFM Manager, you will work closely with the WFM Manager to develop and implement workforce management strategies, including staffing plans, schedules, and performance metrics. You will leverage tools such as Genesys, WFM software, and analytics platforms to monitor and analyze call center performance, identifying areas for improvement and implementing solutions to enhance efficiency and productivity. This role offers a dynamic and challenging work environment, with the opportunity to grow and develop your skills in a supportive and collaborative team.

📋 Tanggung Jawab Pekerjaan

• Develop and implement workforce management strategies, including staffing plans, schedules, and performance metrics.
• Monitor and analyze call center performance using Genesys and WFM software, identifying areas for improvement and implementing solutions to enhance efficiency and productivity.
• Collaborate with the WFM Manager and other stakeholders to ensure that workforce management practices align with business objectives and customer service goals.
• Provide guidance and support to the workforce planning team, including real-time analysts, to ensure that they have the tools and resources they need to effectively manage the call center workforce.
• Conduct regular performance reviews and provide feedback to agents and team members to help them improve their skills and performance.
• Stay up-to-date with industry trends and best practices in workforce management, and share this knowledge with the team to drive continuous improvement.
• Ensure compliance with all relevant laws, regulations, and company policies.
• Participate in cross-functional projects and initiatives as needed to support the overall success of the call center operations.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Industrial Engineering, or a related field.
• Minimum of 3 years of experience in workforce management, call center operations, or a similar role.
• Proven experience with Genesys and WFM software, including the ability to configure and customize these tools to meet specific business needs.
• Strong analytical and problem-solving skills, with the ability to interpret data and make data-driven decisions.
• Excellent communication and interpersonal skills, with the ability to work collaboratively with cross-functional teams.
• Proficient in English, both written and spoken, with the ability to communicate effectively with team members and stakeholders.
• Certification in workforce management or a related field is a plus.
• Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines.

🛠️ Keahlian

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