![Careerbox](https://media.trabajo.org/img/noimg.jpg)
Workforce Manager
2 weeks ago
To optimise call delivery and workflow across the 16-week planning window for all clients within, balancing service and recovery actions to deliver the best customer experience with the least business effort.
Here's what you'll need:
- Sound knowledge of WFM platform(s)
- 24 years experience working at an analyst level within a Call Centre of a large operation
- An extensive knowledge of forecasting techniques and resource planning tools
- The ability to quickly analyse large data sets, identify anomalies, and highlight issues and areas for improvement in order to deliver accurate forecasts and schedules to the operation within agreed levels of service.
- Grade 12 or equivalent NQF4 level qualification
- Tertiary education in accountancy, statistics or IT would be ideal
- Intermediate knowledge of CRM, IVR, ACD, dialler, and general customer management IT and telephony systems.
- Ideally greater than two years' success as a Workforce manager in an outsourced call centre environment.
- Advanced MS Excel and PowerPoint skills
- Highly engaged individual with experience in managing a large group of stakeholders, understanding differing stakeholders' needs, and the ability to facilitate good outcomes
- Thorough understanding of what delivers great customer service for our clients and our people
- Time to competency 06 months
apply, send us a copy of your updated CV.
-
Workforce Manager
2 weeks ago
Cape Town, Western Cape, South Africa Isilumko Staffing Full timeURGENT:Workforce ManagerOur client in the BPO Call Centre is currently looking for a Workforce Manager to join their team.Requirements: 4 years minimum experience in Workforce Management Dialer experience for outbound campaigns a must Excellent skills in forecasting, scheduling and realtime time management a must Strong organizational skills to ensure...
-
Workforce Manager
2 weeks ago
Cape Town, Western Cape, South Africa Dash BPO South Africa (Pty) Ltd Full timeWe are seeking a highly organized and detail-oriented Workforce Manager toefficiency, ensuring adequate staffing levels, and maintaining operational excellence through.effective scheduling and real-time monitoring.Responsibilities Assist in recruiting, hiring, training, and managing workforce analysts across all sites andmanage the team for optimal...
-
Workforce Manager
2 weeks ago
Cape Town, Western Cape, South Africa Isilumko Staffing Full timeOur client in the BPO sector is urgently looking for Workforce Manager: RequirementsCandidate must possess at least a Bachelor's/College Degree4 years minimum experience in Workforce ManagementDialer experience for outbound campaigns a mustExcellent skills in forecasting, scheduling and real-time time management a mustStrong organizational skills to ensure...
-
Workforce Management Specialist
2 weeks ago
Cape Town, Western Cape, South Africa Sapics Full timeWorkforce Management Specialist - SC & Logistics A leading retail company is looking for a Workforce Management Specialist to be based in Cape Town. To configure, manage, develop and maintain our Workforce Management tools through integration and collaboration with Head Office and Logistics stakeholders. Integrate with business representatives to understand...
-
Workforce Management Specialist
2 weeks ago
Cape Town, Western Cape, South Africa Smart Talent Full timeAs an Executive Search and Career Consultant specializing in the niche market of Supply Chain, we represent some of the top leaders and are called upon by blue chip organizations in the country to secure talent and assist them in building high performance teams.A leading retail company is looking for a Workforce Management Specialist to be based in Cape...
-
Workforce Management Analyst
2 weeks ago
Cape Town, Western Cape, South Africa TFG Human Resources Full timePosition Description:An opportunity has become available within TFG Human Resources for a Workforce Management Analyst.Key responsibility in this role is the development of business staffing/scheduling plans, models and forecasting for the retail (stores) operations environment. Key performance areas will be: Provide scheduling and forecasting solution that...
-
Workforce Champion
2 weeks ago
Cape Town, Western Cape, South Africa amplify5 Full timeamplify5 is growing again which means great opportunities are being created to grow our team and be a part of our exciting future.Our support functions continue to grow and we need an experienced, Positive and Motivated, Meticulous Workforce Planner to bring the action as our Workforce ChampionWHAT WILL YOU BE DOING? Build schedules aligned to client...
-
Workforce Manager Bpo
2 weeks ago
Cape Town, Western Cape, South Africa Surgo HR & Training Full timeSurgo (PTY) Ltd. has partnered with a global analytics and digital solutions company serving industries including insurance, healthcare, banking and financial services, media, retail, and others. They aim to bridge the gap between digital expectations and real outcomes for international companies with Digital Intelligence.Our client is recruiting for a...
-
Specialist, Workforce Management
2 weeks ago
Cape Town, Western Cape, South Africa TTEC Full timeSpecialist, Workforce ManagementBringing smiles is what we do at TTEC... for you and the customer. As a Workforce Management (WFM) Specialists are working onsite in Cape Town, South Africa, you'll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture.What...
-
Workforce Analyst
2 weeks ago
Cape Town, Western Cape, South Africa Amazon Development Centre (South Africa) (Proprietary) Limited Full time2+ years of previous experience in a workforce management role, such as a real time analyst or workforce analyst 3+ years of previous experience in a contact center environment using contact center technologies, such as IEX & Nice or similar Bachelor's degree in an analytical or business field, or comparable business experience with some technical...
-
Junior Workforce Planner
2 weeks ago
Cape Town, Western Cape, South Africa Ten Group Full timeTen exists to become the world's most trusted service provider. As Workforce Planner Junior, you will be part of a global team that will play an integral role in ensuring the reliability and consistency of our 24-7 service through appropriate staffing and planning over short-term time periods. Supporting a large global operation with constantly changing...
-
Workforce Analyst, 7312
2 weeks ago
Cape Town, Western Cape, South Africa Amazon Development Centre (South Africa) (Proprietary) Limited Full time3+ years of working cross functionally with tech and non-tech teams experience Bachelor's degree in BI, finance, engineering, statistics, computer science, mathematics, finance or equivalent quantitative field Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL Experience defining program requirements and using data and metrics to...
-
Workforce Manager, Contact Centre
2 weeks ago
Cape Town, Western Cape, South Africa Fidelity Services Group Full timeWork Force Manager Job Description:Job purpose:Responsible for the entire planning cycle and the management of team schedules, and the overall service delivery related to the Workforce Management function.Key Performance areas:_People Management_ Coaches the team to ensure quality of delivery meets the appropriate standard Measures and manages the team to...
-
Workforce Manager, Aws Customer Service
2 weeks ago
Cape Town, Western Cape, South Africa Amazon Development Centre (South Africa) (Proprietary) Limited Full time5+ years of working cross functionally with tech and non-tech teams experience 5+ years of team management experience 5+ years of cross functional project delivery experience 5+ years of program or project management experience Experience defining program requirements and using data and metrics to determine improvementsAmazon has built a reputation for...
-
Workforce Manager, Aws Customer Service
2 weeks ago
Cape Town, Western Cape, South Africa Amazon Development Centre (South Africa) (Proprietary) Limited Full time4+ years of working cross functionally with tech and non-tech teams experience 4+ years of team management experience 4+ years of cross functional project delivery experience 4+ years of program or project management experience Experience defining program requirements and using data and metrics to determine improvementsAmazon has built a reputation for...
-
Wfm Manager/ Workforce/workflow Manager
2 weeks ago
Cape Town, Western Cape, South Africa ABC Worldwide Full timeWe are looking for an excellent WFM Manager to join the teamBasic Functions Generates monthwise, daywise and intervalwise forecast incorporating historical trends and other factors such as special events, seasonality, chum or growth, weather etc. Runs short term forecast and reforecast/adjust future volume projections as needed to ensure optimum staffing at...
-
Workforce Scheduler
2 weeks ago
Cape Town, Western Cape, South Africa Engen Full timePurpose of the Job:To provide operational forecasts and schedules to agreed standards and timescales. Working in-conjunction with other departments to ensure the correct staffing is in place to achieve the required service levels.Who You Are: You are innovative and solution driven. You have excellent communication and interpersonal skills with exceptional...
-
Workforce Planning Analyst
2 weeks ago
Cape Town, Western Cape, South Africa Isonxperiences Full timeThe primary responsibilities of a Workforce Management (WFM) Planner includes:Management of multiple accounts/sites end to end planning Developing and maintaining accurate forecasting and capacity planning models to ensure efficient and effective staffing levels Monitoring call center metrics to identify opportunities for improvement in staff utilization,...
-
Junior Workforce Planner Cape Town
2 weeks ago
Cape Town, Western Cape, South Africa Ten Group Full timeOverviewAs Workforce Planner Junior, you will be part of a global team that will play an integral role in ensuring the reliability and consistency of our 24-7 service through appropriate staffing and planning over short-term time periods. Supporting a large global operation with constantly changing volume, location and language needs, you will use data,...
-
Workforce Optimisation Manager
2 weeks ago
Cape Town, Western Cape, South Africa Ascensos Full timeLOCATIONCape Town, South AfricaTYPEOffice BasedPOSITIONFull TimeDATE POSTED20/07/2023Ascensos is an award-winning omnichannel contact centre dedicated to bringing a fresh approach to retail customer care. We believe that all customers deserve an exceptional customer experience. And that's what we deliver. We help brands, and their customers stay in...