Wfm Team-lead Planning

6 months ago

Randburg, South Africa IsonXperiences Full time

**Position Title: WFM - Team Lead Planning**
**Position Summary**:
The primary responsibilities of a Workforce Management (WFM) Planning Team Leader includes:

- To lead a team of Workforce Management Planners to ensure that the call center's staffing
levels are in line with the business's needs. Some of the key responsibilities of a WFM Planning
Manager would include:

- Assessing and forecasting call volume and staffing requirements in order to develop
and implement effective workforce management strategies
- Managing and overseeing the WFM Planning team to ensure optimal performance,
adherence to policies and procedures, and overall team success.
- Developing staffing schedules and shift bids based on call volume and occupancy
analysis, customer service level requirements, and budget guidelines.
- Monitoring call center metrics to identify opportunities for improvement in staff
utilization, schedule adherence, and customer service levels
- Monitoring service level and operational metrics, while making adjustments to staffing
and forecasting models whenever necessary
- Analyzing and presenting call center performance reports to senior management to
make recommendations for improvement to achieve desired outcomes
- Identifying ways to constantly drive efficiencies and process improvements across the
WFM Planning team to enhance customer service, drive down costs, and meet or
exceed revenue targets
for successful workforce management planning, in addition to strong leadership and
interpersonal communication skills to effectively supervise and guide the team within an organization's framework.

**Key Deliverables**:

- Managing multiple accounts/geographies end to end capacity planning, scheduling &
rostering with the support of highly experienced WFM planners
- Assessing and forecasting call volume and staffing requirements in order to develop and
implement effective workforce management strategies
to policies and procedures, and overall team success.
- Developing staffing schedules and shift bids based on call volume and occupancy analysis,
customer service level requirements, and budget guidelines.
- Monitoring call center metrics to identify opportunities for improvement in staff utilization,
schedule adherence, and customer service levels
- Monitoring service level and operational metrics, while making adjustments to staffing and
forecasting models whenever necessary
- Analyzing and presenting call center performance reports to senior management to make
recommendations for improvement to achieve desired outcomes
- Identifying ways to constantly drive efficiencies and process improvements across the WFM
Planning team to enhance customer service, drive down costs, and meet or exceed revenue
targets
and customer feedback data, reviewing and analysing relevant data to identify problem areas,
and preparing workforce analysis reports for business to inform their policies and decision making
- Continuously monitoring the development on WFM SUITEs staffing schedules and shift bids based
on call volume and occupancy analysis, customer service level requirements, and budget
guidelines
- Monitoring service level and operational metrics, while making adjustments to staffing and
forecasting models whenever necessary

Identifying ways to constantly drive efficiencies and process improvements across the
accounts/sites to enhance customer service, drive down costs, and meet or exceed revenue
targets

**Requirement**:

- Matric (Minimum)
- Excellent communication skills
- Prior experience of handling 3 to 5 WFM planners
- Minimum of 2 years’ experience of working as a WFM Planning Lead in a Contact Center
Environment
- Proficiency in MS Office
- Advance Excel knowledge is must
- Knowledge of a WFM SUITE & a minimum of 1 year experience of working on the tool is a must
- Management of multiple clients/accounts is an added benefit
- Management of multiple time zones is an added benefit
- Clear credit and criminal records

**Job Type**: Permanent

**Experience**:

- WFM TEAM LEADER: 2 years (required)

Ability to Commute:

- Randburg, Gauteng 2194 (required)

Ability to Relocate:

- Randburg, Gauteng 2194: Relocate before starting work (required)

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