Assistant Manager – Contact Centre WFM

Manage real-time contact centre performance to maintain service levels, workforce utilisation and operational efficiency. The role monitors intraday demand and staffing, responds to queue changes and coordinates corrective actions with Workforce Management, Operations and team leaders.

Key Responsibilities

• Monitor agent adherence and promptly flag deviations, ensuring follow-up actions are recorded.
• Reforecast intraday demand in response to volume trends and unexpected spikes.
• Analyse service performance in 15-, 30- and 60-minute intervals and support recovery when service levels decline.
• Activate contingency plans for system incidents, outages or demand surges and coordinate with IT, vendors and Genesys support where needed.
• Balance voice, chat and email channels according to demand and available capacity; use call deflection and digital messaging during peak periods.
• Monitor queue ageing, occupancy, shrinkage, schedule deployment and actual login patterns.
• Provide real-time decision support to operations, maintain accurate dashboards and contribute to root-cause analysis.
• Coordinate daily intraday reviews, maintain action trackers and build playbooks for peak periods, outages and campaigns.
• Partner with Training and Quality teams to identify skill gaps and ensure adherence to audit and governance standards.

Requirements and Qualifications

The role requires experience in contact centre workforce management or real-time operations, including service-level monitoring, intraday analysis and resource planning. Familiarity with contact centre systems and reporting tools is valuable.

Skills and Competencies

Strong analytical judgement, rapid decision-making, accurate reporting and cross-team coordination are essential. The successful candidate should remain composed during service disruptions and balance customer outcomes with sustainable workload levels.