Wfm Manager

7 days ago


Johannesburg, South Africa NTT Ltd Full time

At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.

At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.

**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**

1. People Management
- Coaches the team in order to ensure quality of delivery meets the appropriate standard
- Measures and manages the team to ensure out-of-line 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

2. 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

3. 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?**

**Equal opportunity employer**

NTT is proud to be an equal opportunity employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.


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