Wfm Manager/ Workforce/workflow Manager

2 weeks ago

Cape Town, Western Cape, South Africa ABC Worldwide Full time

We are looking for an excellent WFM Manager to join the team

Basic 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 all times
  • Creates, maintains and updates the Capacity plan and ensures that staffing requirements, seat requirements and logistics are being delivered while balancing cost and performance
  • Generates/reviews schedules accordingly to meet the business requirements enabling superior customer service
  • Provides leadership and supervision to a highly engaged and selfsufficient team of WFMs, ensuring that all SLAs are met across accounts
  • Drives high client satisfaction by managing service levels situations and providing staffing, scheduling and Real-Time Adherence solutions
  • Protects the organization's assets thru upholding the principles of the Quality Information Security Management System
  • Serves as the main point of contact for all WFM concerns

Essential Functions

  • Reviews and amends the long term and short term forecasts, schedules, and reports while ensuring accuracy and timelines of delivery
  • Ensures workforce management process and procedures are in place and followed
  • Conducts performance appraisals of direct reports periodically
  • Monitors daily, weekly, monthly and the annual center performance and alerts management of any discrepancies or issues around it
  • Monitors daily performance of forecasts and schedules against actual metrics within the center and applies changes to future plans
  • Plans, directs, supervises, and evaluates forecasting and scheduling workflow.
  • Assists in the implementation of a Workforce Management System within the organization to enable effective management of shifts and work patterns
  • Performs routine audits of call center reports to ensure accuracy and integrity is maintained
  • Ensures confidentiality, integrity, and availability of information critical to fulfilling the organizations business functions
  • Able to analyze call center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation
  • Proactively collaborates with other departments to identify opportunities for improvement and provides input on performance
  • Ensures regular coaching, feedback and recognition is being done with the direct reports

Requirements:

  • 4 years minimum experience in Workforce Management
  • Excellent skills in forecasting, scheduling and realtime time management a must
  • Strong organizational skills to ensure critical timelines are met
  • Accuracy and attention to details a must in this role
  • Strong presentation skills
  • Detail oriented with ability to deliver project deliverables with little supervision
  • Ability to effectively prioritize workload in a fast paced, realtime and frequently changing environment while remaining detailed and organized
  • Demonstrate analytical, organizational, problem solving and creative thinking skills
  • Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems
  • Flexible and willing to work in shift schedules and during weekends
If you keen on this role please send the follow:
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