WFM Team Leader - Cape Town Verfied

Salary Negotiable Cape Town, Western Cape Cape Town, Western Cape more than 14 days ago 14-04-2014 7:09:28 AM
12-05-2014 7:09:28 AM
Specialist financial services company requires strong leader to efficiently and energetically manage the planning, scheduling and forecasting component of department by applying ground-breaking initiatives to maximise service levels, enrich customer experience and deliver on targets.

KPI’s

Provide intra-day, daily, weekly, monthly and annual workload projections
Analyse call centre volume
Analyse staff productivity
Analyse call patterns
Forecast and develop scheduling models to meet objectives
Produce accurate short, medium and long term forecasts aligned to business drivers
Provide medium/long term view of resource requirements to inform annual budgets
Along with the RTM department, support Operations to deliver against plan
Challenge operational performance
Identify opportunities to improve supply and demand wastage and provide recommendations
Lead weekly Planning/Loading/Variance meetings
Support achievement of revenue targets
Collaborate with HR and training to coordinate the recruitment plans
Collaborate with Planning Analyst, planners and RTA’s to share best practice, knowledge and skills
Support effective functioning of the entire WFM team
Ensure establishment of collaborative and productive working relationships with the Real Time Administration team
Introduction & continuous review of best practice where appropriate
Continuous improvement of operational performance

Requirements

Solid understanding of resource planning methodologies
Solid understanding of service level dynamics
Provide clear recommendations
Ability to develop strong internal relationships and interact at all levels
Ability to motivate, influence and develop others
Problem solving and strong decision making skills
Strong verbal and written communication skills
Proven numerical and analytical skills
Attention to detail and accuracy