Associate Manager, Workforce Management

Key Deliverables:

• Develop capacity plans and optimize schedules using WFM tools (e.g., Erlang)
• Design and manage support channel solutions like IVR, ACD, call routing for productivity
• Monitor real-time operational performance and drive schedule adherence improvements
• Create and maintain BI dashboards and reports to inform operational leadership

Role Responsibilities:

• Analyze volume trends and develop statistical models for demand forecasting
• Conduct periodic audits on system access and ensure compliance remediation
• Manage commercial billing processes and coordinate with service providers
• Lead, coach, and mentor the WFM team, setting measurable goals and tracking performance