Senior Workforce Manger - Cape Town Verfied

Salary Negotiable Cape Town, Western Cape Cape Town, Western Cape more than 14 days ago 04-10-2018 9:31:36 AM
29-11-2018 9:31:36 AM
Our client based in CBD is currently looking for the Senior Workforce Manager to join their fast-growing, dynamic team
Management Information System/Workforce Management/Operations
Job type: Permanent
Salary: Negotiable
Education Requirements:
Minimum of Matriculate or must have completed 12 years of education
Work Experience Requirements:
1-2 years of experience in RTA, WFM, Scheduling, Reporting
Basic Function:
- Ensuring adherence to the forecasted schedules provided by the client
- The staffing and scheduling would need to be managed in line with the requirements of the forecasts
- Daily liaison between client’s WFM team and Operations team to have the required scheduling, break management in place
- Ability to work and manage night shift contact centre environment is a mandatory requirement
Essential Functions:
- Supports the site management team by optimising the staffing requirements that fit sites needs
- Creating daily capacity planning and aligning leave management in line with the capacity requirements
- Daily coordination with the client’s WFM team in order to effectively adjust required schedules and report out the capacity utilisation along with other staffing reports
- Creating mitigation plans for capacity risks or gaps by managing dependencies across operating units
- Coordinating with client’s operations and the planning team to analyse historical data and forecast demand for that site
- Managing the analysis of daily, weekly, and monthly reporting of performance via Key Performance Indicators (e.g., service level)
- Building a strong relationship with the operations team to ensure proper execution of the capacity plan as well as providing general education regarding the best workflow management practices, increasing schedule discipline and decreasing tardiness
- Providing the optimal workforce and capacity planning solutions for the upcoming initiatives and new service launches
- Be actively engaged with queue and routing mechanisms to make proactive changes for long term trends, as well as real time adjustments for events that occur Primary Internal Interactions
- Operations AM / LAM for the purpose of scheduling, staffing, reporting performance, clarifying concerns, and seeking feedback and support
- Operations/WFM Manager for the purpose of review, feedback, clarification and operations communication
- Client WFM team for real time coordination, readjustments of schedules and working out long term forecast plans
Technical Skills:
- Excellent Computer navigation skills, reporting skills
- Should be skilled in MS Office
- Prior knowledge of Verint would be an advantage
- Process Specific Skills
- Good verbal and written communication
- RTA skills
- Soft skills/Aptitude
- Self-discipline
- Result driven
- Adaptability, working with different teams
- Ability to handle pressure
- Logical reasoning and agility to manage high pressure situations