Job Description

Workforce Optimization Assistant Manager

We are seeking a Workforce Optimization Assistant Manager to join our team. Reporting to the Workforce Manager, you will assess workforce capabilities, predict future needs, and develop strategies for optimal deployment. Your role includes managing budget allocations, monitoring performance metrics, and improving business processes to enhance efficiency. If you excel in driving operational excellence, this position offers a great opportunity to make a significant impact.

Reporting to: Workforce Manager

Principal Functions:

- Assess workforce capabilities, predict future needs, and develop optimal deployment strategies.
- Manage budget allocations and analyze workforce performance metrics.
- Lead budget control and improve business processes for enhanced efficiency.
- Collect and analyze workforce data to support decision-making.

Duties & Responsibilities:

- Plan long-term capacity and manage headcount and budget control for Customer Care.
- Perform monthly budget reviews and align with operations and finance.
- Review CC capacity to identify headcount opportunities and gaps.
- Manage budgeting forecasts for all client projects and ensure cost control.
- Provide monthly reports on Actual vs. Budget and handle budget reallocations.
- Initiate optimization projects to reduce workload and improve processes.
- Set monthly working hours for all business lines.
- Validate invoices with Finance/Client and ensure final approval.
- Communicate with finance receivable team regarding approved invoices.
- Track operational performance and flag deficiencies to prevent invoice deductions.

Skills Required:

- Lean and Six Sigma : Apply methodologies to streamline processes and reduce waste.
- Change Management: Lead change initiatives to implement new processes smoothly.

If you're interested in knowing more just sent your English CV to [email protected]

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