WORKFORCE MANAGER

Function: Workforce Management (Forecasting & Scheduling)

Reports to: Business Intelligence Manager – Customer Operations

Purpose: To develop forecasting models and resource schedules for Customer Operations that ensure we continue to offer and improve on the service that we provide to our customers by anticipating expected volumes per channel and staffing effectively to meet the needs of our customers and to support business case decisions impacting SLA and resources.

The role will need to work collaboratively with senior operations stakeholders, as well stakeholders from outside of customer operations, to ensure the business plan informs the customer operations forecast and, in turn, the resource needs of the operations.

Responsible for managing contact routing in an Omni channel environment to ensure an efficient workload and workforce balance by supporting the organisations key values: People First, Principled, Pioneering and Positive

Key Accountabilities

Pioneering – Workforce Planning

Provides the Customer Operations Planning Group with a volume & resource forecast and supports Operations in SLA & resource decision making.
Optimises the manner in which our workforce is utilised in order to improve CSAT, drive efficiency and reduce resource costs.
Formulates Agent schedules in consultation with resource managers within agreed timeframes and in line with Contact volumes, Average Handling Times and shrinkage assumptions.
Administration of over-time as governed by scheduling process
Records all attrition, absenteeism, leave, sickness, lateness, planned off phone activities and overtime
Pioneering – Reporting and administration

Executes reporting packages for agents and teams that provide them with the analysis to improve their key performance indicators (AHT, Schedule Adherence etc.) and supports business growth & operational improvement initiatives
Continuously reviews ways of working, seeking regular feedback from customers and stakeholders on improvement areas
Positive

Supports RTA monitoring function
Provides relevant Workforce Management reports as per operational requirements
Ensures accuracy of exception capturing and real time reporting
Reviews adherence and shrinkage reporting on a daily, weekly and monthly basis
Qualifications and Experience

Minimum Requirements:

Matric is essential
Any external accreditation in Lean, Six Sigma (advantageous)

Experience
3 – 5 years Contact Centre experience required
Minimum 3 years’ experience as a Workforce Scheduler/Planner/Manager
Extensive experience with planning, scheduling and forecasting within the contact centre environment for both inbound and outbound, Across Multi / Omni Channel environments
Expert level understanding of Workforce management principles such as Erlang C etc.
Solid understanding needed of contact centre processes and SLA’s
Strong knowledge & experience working with FTE based workforce models & outcomes based workforce models, Experience with managing stakeholders of various levels within an organisation
Strong knowledge & experience of various contact centre telephony platforms, workforce management tools & outbound diallers.
Knowledge & Experience working with Salesforce
Managing people in a team of Planners, Schedulers and Real Time Analysts (RTA) (advantageous)

Skills & Competencies

Detail orientated
Strong analytical skills
Good at identifying improvements in current processes
Good at exercising interpersonal sensitivity
Good communication skills (verbal & written)
Proficient in English - Afrikaans (advantageous)
Works well with people
Confidence in deciding and initiating action
Works well in a team and provides support
Good at building positive relationships
Good Communicator
Good at identifying where technology can be optimised
Good problem solving skills
Thinks proactively
Delivers excellent quality work
Performs well under Pressure

Job Type: Full-time

Required education:
High school or equivalent

Required experience:
Scheduling: 3 years
Contact Centre: 3 years
Lean: 3 years
Forecasting: 3 years
Six Sigma: 3 years
Required language:
English