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Wfm Manager

4 months ago

Cape Town, Western Cape, South Africa NTT Ltd. Full time

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today's 'iNTTerconnected' world, connections matter more now than ever.

By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world's most significant technological, business and societal challenges.


With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.


Want to be a part of our team?


This position is responsible for the entire planning cycle and the management of a team of Schedulers, Real Time Administrators (RTA) and the overall contractual delivery related to the Workforce Management team.


Working at NTT

  • People Management
  • Coaches the team in order to ensure quality of delivery meets the appropriate standard
  • Measures and manages the team to ensure outofline situations are immediately addressed
  • Communicates information in a timely, accurate and understood manner to all team members
  • Ensures that all Human Resources policies and procedures are observed
  • Workforce Planning
  • Reviews forecasted call volumes, average handling time and shrinkage to calculate the required headcount figures
  • Ensures that workforce's schedulers complete Agent schedules within agreed timeframes and in line with call volume, average handling time and shrinkage forecasts
  • Monitors Real Time Administration team to ensure that adherence to schedule is managed by them in line with operational processes
  • Assesses forecasting accuracy and put processes in place to optimise forecasting accuracy
  • Identifies and highlights trends impacting call delivery, and ensures remedial plans are incorporated into planning
  • Optimises headcount requirements to reduce cost without impacting operational delivery
  • Analyses schedules and makes recommendations for improvement, including impact on budget ORGANOGRAM General Manager
  • Operational Support Real Time Administrators Workforce Scheduler This Position
  • Analyses impact of contractual changes on schedules and provides management with information required to make decisions
  • Reporting and standardisation
  • Provides all management reports as required by the business
  • Meets regularly with other WFM managers to agree standard WFM and reporting processes and implement them on the operation

What will make you a good fit for the role?

A career at NTT means:

  • Being part of a
    global pioneer where you gain exposure to our Fortune 500 clients and worldleading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
  • Being at the forefront of
    cuttingedge technology backed with a 150year heritage of using technology for good. With 40% of the world's internet traffic running on our network and where Emoji were first invented, you can be proud of the group's many new 'firsts'.
-
Making a difference - by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.

  • Being
    your best self in a progressive 'Connected Working' environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.
  • Having ongoing opportunities to
    own and develop your career with a personal and professional development plan and access to the broadest learning offerings in the industry.