Assoc Mgr-WFM Management

📋 Description

• Oversee real-time workforce operations in a fast-paced contact center.
• Manage a team of RTAs, ensuring staffing, adherence, and SLA performance.
• Support a 24/7 operational setup aligned with client expectations.
• Lead intraday planning, queue management, and real-time escalations.
• Collaborate with Scheduling, Forecasting, and Operations teams.
• Provide insights to leadership on operational efficiency improvements.

🎯 Requirements

• 8–10 years in Contact Center/Workforce Management.
• Minimum 2 years managing teams (RTA/WFM/Command Center).
• Experience with real-time operations in voice environments.
• Hands-on with Genesys (preferred), IEX/NICE WFM, GWFM or equivalent tools.
• Strong analytical, Excel, and reporting skills; high-pressure RT environment.
• Ability to drive accountability and ownership within the team.

🎁 Benefits

• Work from Office (Mandatory) with 24x7 environment exposure.
• Onsite culture with reliability and attendance emphasis.