Introduction

At IBM, we are committed to delivering exceptional client and employee experiences through operational excellence, data-driven decision-making, and continuous innovation. Workforce Management plays a critical role in ensuring optimal resource utilization, service delivery performance, and operational efficiency across global support functions.

As an Assistant Manager – Workforce Management, you will be responsible for driving workforce planning strategies, forecasting demand, optimizing staffing requirements, and ensuring service level commitments are achieved. You will work closely with operations leadership, business stakeholders, and support teams to provide actionable insights and enable effective decision-making through workforce analytics.

This role offers an excellent opportunity to build expertise in Workforce Management, Operations Strategy, Capacity Planning, and Service Delivery Excellence within a quick-paced global environment.

Your Role And Responsibilities

Lead workforce management activities including forecasting, capacity planning, scheduling,



and real-time workforce optimization.
Develop short-term and long-term staffing models based on business demand forecasts, historical trends, and operational requirements.
Monitor workforce metrics and ensure achievement of service levels, productivity targets, occupancy goals, and operational KPIs.
Analyze call, chat, email, and transaction volume trends to identify staffing requirements and operational risks.
Partner with Operations, HR, Recruitment, Training, and Business teams to align workforce plans with organizational objectives.
Manage intraday staffing adjustments and recommend actions to address service level fluctuations.
Identify capacity gaps and recommend workforce solutions to mitigate operational risks.
Develop and maintain workforce management dashboards, scorecards, forecasting models, and management reports.
Perform trend analysis and provide actionable recommendations to im

📌 Assistant Manager- Contact Center (Bengaluru)
🏢 IBM
📍 Bengaluru