Workforce Manager – South Africa

Who we are: A leading financial services company.

What we do: We offer affordable and reliable financial services to the emerging consumer.

What we are looking for: A workforce manager to join a world-class contact centre in Cape Town.

What you will do: In this role, you will oversee productivity for the entire customer support group. Key focus areas include assessing, analysing, and reporting on employee productivity at the individual, inter-departmental, and department-group levels.

Duties and responsibilities (include but are not limited to):

• Define workforce management and workforce optimisation.
• Identify characteristics that make staffing challenges unique.
• List possible sources of planning data.
• Identify processes for data collection.
• Describe the process of data cleansing and adjustments.
• Identify business factors that impact call volumes and patterns.
• Describe contact routing options and their impact on data collection and forecasting.
• Describe implications of overstaffing and understaffing.
• Define the purpose and process of forecasting.
• Calculate trend rates using historical data.
• Identify seasonal factors for monthly forecasts.
• Describe the impact of special events on forecasts.
• Identify handle time and incorporate it into workload forecasts.
• Calculate daily and half-hourly workload patterns.
• Identify forecasting shortcuts and when to use them.
• Identify the impacts of cycles and campaigns on workload forecasts.
• Assess, analyse, and report on employee productivity.
• Determine the best way to utilise the productivity and skills of each employee using workforce management techniques and theories.
• Ensure the correct number of people is scheduled for each channel, per hour, day, week, and month.
• Define the data gathering and analysis that serves as the foundation of the forecasting process.
• Develop both long- and short-term forecasts of workload.
• Perform general people management functions.
• Manage your professional and self-development.

What do you need:

• Grade 12 or equivalent (essential).
• Degree or diploma in a relevant field (advantageous).
• Four or more years of experience in a contact centre environment.
• Three or more years of previous experience in workforce management.
• Three or more years in data analytics.
• Capacity planning experience is preferred.
• Expert understanding of overall operational activities, including phone, email, chat, community, and social media support.
• Knowledge of workforce management tools.

Posted on 15 Oct 11:34, Closing date 14 Nov