Position: Work Force Manager (Team Leader): Market-related Salary in Cape Town
This company is a leading operations management and analytics company that helps businesses enhance growth and profitability in the face of relentless competition and continuous disruption.
The company serves the insurance, healthcare, banking and financial services, utilities, travel, transportation and logistics industries. With headquartered in New York, the company has approximately 25,000 professionals in locations worldwide.
The company’s offices are centrally located in the heart of Cape Town.

Education Requirements:
• Graduate

Work Experience Requirements:
• Should have worked in WFM / MIS function involving preparation of various contact centre reports

Required Skills:
• Well-versed in MS Excel, Powerpoint, Avaya and Pulse
• Computer/Laptop operating skills
• Good logical reasoning and analytical skills
• Should have understanding of invoicing and P&L
• Ability to conduct analysis and derive meaningful results
• Should have understanding of general operational compliance requirements in BPO environment
• Able to communicate and follow up with multiple departments
• Ability to work within strict timelines and pressure
• Should have confidence and convincing skills
• Should be a team player with a potential to demonstrate team leadership skills
• Should be assertive and result oriented professional

Role Responsibilities:
• Roster / Forecast and Real time monitoring
• Preparation of weekly, monthly and other business review decks / reports
• Ad-hoc reporting requirement from Operations as per business requirement

Primary Internal interactions:
• Different departments like Operations, HR, PE, etc

Primary External Interactions:
• Client