Assistant Manager – Contact Centre WFM

About the role

The Assistant Manager – Contact Centre WFM is responsible for real‑time management of contact‑centre operations, ensuring service levels, workforce utilization and operational efficiency. Working closely with Workforce Management, Operations and Team Leaders, the role drives immediate corrective actions and supports seamless customer experiences.

Key responsibilities

• Monitor real‑time agent adherence, flag non‑compliance and enforce governance.
• Perform intraday re‑forecasting, interval analysis and activate contingency plans during spikes or system outages.
• Balance voice, chat and email channels, implement call‑deflection strategies and optimise IVR flows.
• Provide real‑time decision support to Operations, manage skill‑group effectiveness and analyse shrinkage drivers.
• Maintain accurate real‑time dashboards, drive daily review calls and build RTM playbooks for various scenarios.

Required profile

• Bachelor’s degree in Business or a related field.
• 3–4 years of WFM experience with strong real‑time management exposure in a contact‑centre environment.
• Fluent English (written and spoken); Arabic proficiency is an advantage.
• COPC or other relevant contact‑centre certifications are a plus.

Required skills

• Genesys Cloud or Genesys Engage platforms.
• WFM tools such as NICE IEX, Verint or Aspect.
• Advanced Excel and Power BI for intraday reporting and trend analysis.
• Experience with ACD, IVR and queue‑management systems.