Assistant Manager Contact Centre WFM

About the role

The Assistant Manager Contact Centre WFM is responsible for managing real‑time contact centre operations to ensure optimal service levels, workforce utilization and operational efficiency. The role works closely with Workforce Management, Operations and Team Leaders to maintain SLA adherence and deliver a seamless customer experience.

Key responsibilities

• Monitor real‑time agent adherence and flag non‑compliance immediately.
• Drive intraday re‑forecasting based on volume trends and unexpected spikes.
• Perform interval analysis (15/30/60 min) to recover SLA dips.
• Activate contingency plans during system outages or surge scenarios.
• Coordinate with IT, vendors and Genesys teams to resolve real‑time system defects.
• Balance channel demand across Voice, Chat and Email.
• Implement call‑deflection strategies such as IVR messaging and digital pushes.
• Support incident bridges with real‑time data and recovery projections.
• Track queue aging, occupancy levels and skill‑group effectiveness.
• Maintain accurate real‑time dashboards and reporting templates.

Required profile

• Experience managing real‑time contact centre operations.
• Strong analytical ability to interpret volume trends and SLA performance.
• Proactive decision‑making under high‑risk intervals.
• Excellent communication with Operations, IT and vendor teams.

Required skills

• Genesys contact‑centre platform
• IVR systems
• Workforce Management tools