TRAFFIC
Western Cape
Assistant Manager - Workforce Management
EXL
Job Description
Essential Functions 
- Manage the scheduling process of the program, including creation of agent schedules and IDPs.
- Adjust schedules as necessary to meet operational needs.
- Manage employee information changes within the Workforce Management system.
- Communicate effectively with internal and external customers.
- Balance staffing requirements with operational efficiency and financial goals.
- Plot mid-term to long-term staffing plans, including recommendations for new hire classes.
- Review Volume, AHT, Shrinkage, and Occupancy assumptions and incorporate into staff plans.
- Maintain staff plans with capacity and working assumptions approved by operations.
- Recommend scheduling movements for optimal staffing.
- Highly proficient in Microsoft Excel.
- Ability to scrub, dissect, and shape data; create customized reports.
- Knowledge of WFM systems such as eWFM, Genesys, or similar.
- Able to create staffing forecasts, schedules, and IDPs; run scenarios inside a WFM tool.
- Leads engagements at vertical / program / client level
- Understands business requirements and provides appropriate solutions to benefit the business
- Has the ability to identify superior improvement opportunities
- Knowledge of quality assurance, process improvements, domain, etc
- Monitoring and Reviewing
- Fosters a spirit of collaboration and team work
- Ability to relentlessly pursuing excellence
- Ability to prioritize workload, meet deadlines, and handle multiple tasks with attention to detail.
- Strong critical thinking, problem-solving, and interpersonal skills.
- Ability to give and receive feedback effectively.
- Works independently with minimal supervision.
- Strong arithmetic, analytical, and problem-solving skills.
- Adaptable and able to multitask in a dynamic environment.
- Excellent verbal, written, and comprehension skills.
- Conformance to policies / compliances with auditing skills and eye for details
- Ability to coach and give feedback on an ongoing basis.
- Interviewing skills
- Strong written and verbal communication Skills.
- Problem solving skills
- Ability to resolve conflicts constructively and lead in a continually challenging environment
- Matric
- Minimum 3 years of total work experience with at least 2 years of WFM Planning Role
- Minimum 6 year in the current role/assignment
About This Role
Career insights for Clinical Data Managers positions
Salary Benchmark
$108,020/year
Source: O*NET (USD)
Job Outlook
This career will grow rapidly in the next few years.
Key Skills for This Role
Critical Thinking
Active Listening
Reading Comprehension
Speaking
Writing
Common Technologies
Veeva Vault CTMS
Microsoft Access 365
PostgreSQL
Microsoft PowerPoint 365
IBM SPSS Statistics 29
Oracle Clinical One
SAS Viya
Veradigm
Clinical Data Managers Insights
Job Outlook
This career will grow rapidly in the next few years.