Job Description

Overview:The Workforce Management (WFM) Assistant Manager is responsible for supporting the effective day-to-day management of workforce planning, real-time operations, and management information processes within Teleperformance SA. This role plays a key part in ensuring operational demands are met through accurate forecasting, efficient scheduling, and proactive real-time management.Working closely with the WFM Manager and operational stakeholders, the WFM Assistant Manager contributes to achieving key performance indicators (KPIs), improving operational efficiency, and maintaining high service delivery standards. The role also focuses on team leadership, continuous improvement, and data-driven decision-making while ensuring alignment with business objectives.Support and oversee the creation of accurate staffing forecasts using historical data, business trends, and seasonal demand patterns.Ensure effective workforce schedules are developed to balance operational requirements, service levels, and employee availability.Assist with resource planning and build plans to meet short- and medium-term operational needs.Real-Time ManagementMonitor operational performance in real time and adjust staffing plans as required to maintain service levels.Partner with Operations teams to manage intraday challenges, including break adherence, shift changes, and absence coverage.Proactively identify and mitigate risks that may impact service delivery.