Specialist Workforce Management

2 weeks ago

Midrand, South Africa Vodafone Full time

**Role Purpose**:
The role of the Specialist: WFM is to ensure optimal staffing for the purpose of achieving specific service level targets whilst containing costs in support of the commercial operations strategy. This pivotal role will be responsible for the development of accurate contact volume forecasting and staff modelling to project adequate resource needs for optimal service performance by utilizing forecasts to measure accuracy by interval, daily, monthly measures, and head count expense. This role will also assume the responsibility of developing and managing capacity plans to ensure a positive customer experience and improved business results. The incumbent in this role will have in-depth experience, knowledge and skills in Workforce Management (WFM) and will act as a resource for colleagues with less experience. The specialist will work with internal and external contact centre stakeholders, digital transformation and systems support teams to ensure adequate staffing, contingency plans and workflow/service level performance monitoring. The person will be proficient in decomposing strategy into workable parts that will impact on the intended WFM deliverables.

**Your responsibilities will include**:
Build/analyse/manipulate statistical models in order to develop an accurate long range forecasting plan of inbound call volumes, productivity metrics and required FTEs
Develop scenario plans and create propensity models for support through calls and SR’s for new products or projects
Assist with and provide WFM and capacity analysis on special projects which may influence operations, fiscal partner contracting, budgeting and business decisions
Facilitate meetings with senior leadership and influence business decisions.
Participate on teams implementing new improvement processes or digital transformation and supports projects that will enable their division to continually improve processes by identifying, sharing, implementing the best practices within and across sites.
Provide specialized support on products rollouts, campaigns and key strategic projects,
Assess and evaluate staffing requirements and workforce management practices ensuring resource optimisation to achieve service level targets in contact centres
Forecast contact volume and staffing requirements accurately and plan staffing optimally for all contact channels and all services,
Monitor and conduct trend analysis associated with workloads and agent productivity.
Configure, input and maintain workforce management information or changes in the Workforce Management system.
Provide consultation on all workforce management tools and system functionality monthly and weekly reporting on holistic view of area performance including regional performance,
Develop, review, maintain and distribute accurate analysis, reports and presentations relating to forecasting, planning, coverage, performance and workforce management metrics to support key decisions
Research and analyse diversified data to draw valid conclusions.

Grade 12 essential
Relevant 3 year business diploma/degree is essential
3 years relevant experience essential
Data analysis experience essential
Agile methodology

OR

Grade 12 essential
Relevant certificates
5+ years of relevant experience essential
Data analysis experience essential
Agile methodology

**Including experience with**:
Contact Centre metrics, environment and systems
Workforce Management
Budgeting
Knowledge of Labour legislation
Knowledge of Statistical Analysis Knowledge of data extraction, manipulation, analysis & presentation is desirable
Knowledge of management information systems is desirable,
Ability to analyse operational performance data and identify problems

Closing date for Applications**:14 June 2023.**

The base location for this role is,** Midrand, Vodacom Campus**

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Vodacom is committed to an organisational culture that recognises, appreciates and values diversity & inclusion.

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