Workforce Manager

2 weeks ago

Cape Town, South Africa O'Dwyer Personnel Full time

Growing BPO seeks to employ a Workforce Manager, reporting directly to the Senior Manager.

Responsible for managing RTA /MI Analysts / WFM Team Lead
- Generates month-wise, day-wise and interval-wise forecast incorporating historical trends and other factors such as special events, seasonality, chum or growth, weather etc.
- Runs short term forecast and re-forecast/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
- Ensures that dialer settings are defined, set up and monitored accordingly
- Generates/reviews schedules accordingly to meet the business requirements enabling superior customer service
- Provides leadership and supervision to a highly engaged and self-sufficient 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
- 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
- Supports analysis of trending to adjust future planning
- 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
- Excellent skills in forecasting, scheduling and real-time time management essential
- 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, real-time 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

**Requirements**:

- 4 years minimum experience as a Workforce Manager (Managing a team MI / RTA / Team Leaders)
- BPO experience advantageous
- Tertiary qualification advantageous
- Matric essential
- Dialer experience for outbound campaigns a must
- Flexible and willing to work in shift schedules and during weekends
- Must have a clear credit and crim record

**Salary**: R40,000.00 - R50,000.00 per month

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