An exciting opportunity for a Group Manager has just become available on our Workforce Management team. The main purpose of this role is to manage a WFM team and all facets of contact center operations such as forecasting, scheduling, monitoring call volumes and other operational activities while adjusting resources to meet business objectives.

Key responsibilities:
1. Commercial Delivery
• Develop and maintain short and long term forecast/capacity plans and ensure sufficient staff is available during peak periods
• Review and analyse the monthly, quarterly and yearly Contact Center Performance Reports for both internal and external stakeholders and distribute as required

2. Managing Performance
• Ensure sufficient staff is scheduled per interval to meet SLA or target profile
• Provide team coaching and development by accurately accessing strengths and opportunities, giving timely and actionable feedback, as well as motivate direct reports to optimize performance
• Analyse historical call trends by source, handle time, and root cause to identify operational opportunities and pro-actively communicate this information to leadership while implementing appropriate action plans

3. Value Creation
• Devise and deliver project that benefits the campaign
• Create a yearly calendar of potential risk
• Ensure that the scheduling function is providing optimal forecasting, scheduling and identifying new methods, strategies and opportunities

4. Talent Management
• Creates an environment that fosters open, 2-way communication underpinned by the organisational values and culture
• Developing the skills and competencies of people
• Identifying, recruiting and retaining top talent

5. Client Relationship Management
• Identifying stakeholder needs, nurture relationships and building cohesive networks
• Deliver against both OPS and Tactical plan
• Risk Management & Governance
• Managing risk and ensuring corporate governance standards are adhered to

• Qualifications required:
• A Matric / Grade 12 Certificate or equivalent
• A relevant tertiary qualification is preferable

• Experience required:
• 2 to 3 years’ experience in managing people
• 3 to 5 years’ experience performing RPM functions (capacity planning, forecasting, scheduling, real-time management) in a multi-site contact center environment
• Strong experience with Workforce Management software (eWFM, IEX, Verint, etc.) that includes forecasting, scheduling, real-time adherence functionality