LeadAssistantManager

The Lead Assistant Manager – Workforce Management (WFM) plays a critical role in ensuring the contact center is optimally staffed to meet customer demand, service level commitments, and cost efficiency objectives. The role is responsible for end-to-end workforce planning, including forecasting, capacity planning, scheduling, and real-time management, to support seamless customer service operations.

This position acts as a key liaison between Operations, Training, Quality, HR, and Technology teams to align workforce strategies with business goals. The Lead Assistant Manager proactively analyzes trends, identifies risks and opportunities, and implements data-driven solutions to balance customer experience, employee productivity, and operational costs.

In addition, the role is accountable for maintaining high levels of schedule adherence, minimizing shrinkage, improving forecast accuracy, and ensuring readiness for business changes such as new product launc...