Call Centre Work Force Manger

General Details
Location:
, City CentreCape Town
Advertised By: Agency
Job Type: Full-Time
Description
Our Client in the BPO Industry are looking for Senior Associate to join their RTA WFM team

Basic Function

This role involves ensuring adherence to the forecasted schedules provided 4 weeks in advance
The staffing and scheduling would need to be managed in line with the requirements of the forecasts
Daily liaison between WFM team and Operations team to have the required scheduling, break management
in place, thereby reducing tardiness and shrinkage
Ability to work and manage night shift contact centre environment is a mandatory requirement

Essential Functions


• Support the site management team by optimising the staffing requirements that fit sites needs
• Create daily capacity planning and aligning leave management in line with the capacity requirements
• Daily coordination with the WFM team in order to effectively adjust required schedules and report out the capacity utilisation along with other staffing reports
• Create mitigation plans for capacity risks or gaps by managing dependencies across operating units
• Coordinate with operations and the ]planning team to analyse historical data and forecast demand for that site
• Manage the analysis of daily, weekly, and monthly reporting of performance via Key Performance Indicators (e.g., service level)
• Build 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
• Provide 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 Primary External Interactions


• Clients as per business requirements
• 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 Education Requirements

Minimum of Matriculate or must have completed 12 years of education
Work Experience Requirements

Should you wish to apply for the position, please apply directly via this job board, please ensure that you quote reference number 201767 subject heading…


Job Reference #: 201767

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