Assistant Manager Contact Centre WFM

Job Description

About the role:

As an Assistant Manager is responsible for managing real-time contact centre operations to ensure optimal service levels, workforce utilization, and operational efficiency. The role oversees intraday performance, monitors key service metrics, and implements immediate corrective actions to address volume fluctuations, staffing gaps, and service risks. Working closely with Workforce Management, Operations, and Team Leaders, the incumbent ensures adherence to SLAs, maximizes productivity, and delivers a seamless customer experience through effective real-time decision-making and resource management.

What You Will Be Doing

• Monitor real-time adherence at agent level and flag non-compliance immediately.
• Drive strict adherence governance with operations and ensure corrective actions are tracked.
• Manage intraday reforecasting based on volume trends and unexpected spikes.
• Perform real-time interval analysis (15/30/60 mins) to ensure recovery against SLA dips.
• Activate contingency plans during system issues, outages, or surge scenarios.
• Coordinate with internal IT/Vendor/Genesys teams for real-time system defects impacting queues.
• Drive channel balancing between Voice / Chat/Email based on demand-supply gaps.
• Implement call deflection strategies (IVR messaging, digital push) during peak load.
• Support incident bridges with real-time data inputs and recovery projections.
• Monitor queue aging and take action to prevent backlog accumulation.
• Track and optimize occupancy levels to avoid burnout or underutilization.
• Validate schedule deployment vs actual login patterns and highlight deviations.
• Provide real-time decision support to Operations during high-risk intervals.
• Manage skill group effectiveness and recommend optimization changes.
• Analyze shrinkage drivers intraday and escalate abnormal trends.
• Ensure floor discipline by enforcing login/logout and AUX usage standards.
• Partner with Training/QA to flag skill gaps impacting real-time performance.
• Support RCA preparation with detailed intraday insights and action logs.
• Maintain real-time dashboards accuracy and data integrity checks.
• Drive daily intraday review calls with clear action trackers.
• Ensure compliance with audit, regulatory, and internal governance standards.
• Build and maintain RTM playbooks for different scenarios (peak, outage, campaign).
• Automate and standardize RTM reporting templates where possible.
• Benchmark intraday performance trends against historical patterns.
• Support WFM planning with insights on recurring demand vs staffing mismatch.
• Manage intraday adherence and schedule compliance within WFM platforms.
• Perform real-time schedule optimization (break adjustments, OT activation, skill reallocation).
• Analyze forecast vs actual variance drivers and feed insights into planning cycles.
• Validate schedule deployment vs actual login patterns and highlight gaps.
• Monitor and optimize IVR flows, routing logic, and self-service performance.
• Implement call deflection strategies (IVR messaging, digital channel push, callbacks) during peak load.
• Collaborate with Digital/Product teams to drive self-service adoption and reduce assisted volumes.
• Drive automation and standardization of RTM processes and reporting.
• Ensure compliance with service level (SLA) and business KPIs, including response time, resolution efficiency, and productivity standards
  
  

What We're Looking For

• Minimum Qualification:
• Bachelor's degree in Business or related field.
• Minimum 3-4 years experience in WFM with strong RTM exposure in contact centre environment
• Familiarity with contact centers and front-facing teams
• Technical Skills / Tools (Required):
• Genesys Cloud / Genesys Engage (required)
• WFM platform: NICE IEX, Verint, Aspect, or equivalent
• Excel / Power BI for intraday reporting and trend analysis
• ACD, IVR, and queue management systems
• Language Requirements:
• English: Fluent (written and spoken) — required
• Arabic: Proficiency is an advantage
• Certifications (Preferred):
• COPC certification is an advantage
• Relevant WFM / contact center industry certification preferred