Specialist, Workforce Management

5 months ago

Cape Town, South Africa TTEC Full time

Specialist, Workforce Management

Bringing smiles is what we do at TTECfor you and the customer. As a **Workforce Management (WFM) Specialists are **working onsite in **Cape Town, South Africa,** you'll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture.

**What You’ll be Doing**

Looking for an opportunity to be part of a team? You will be responsible for meeting client required service levels while also maintaining appropriate in-chair occupancy (IOCC %) and phone occupancy (POCC %) targets to meet TTEC's financial requirements.

**During a Typical Day, You’ll**
- Achieve 100% of accuracy and speed in delivery of requirements (Time management, achievement motivation, results orientation, efficiency, accountability).
- Learn key business objectives, timeframes, and requirements associated with each goal and task (Attention to detail and process, follow-through, technical knowledge, ability to learn, analysis).
- Understand and improve the key success metrics associated with workforce management goals (Observation, innovation, creativity, collaboration, communication).
- Deliver consistent high quality customer service (Customer focus, friendly, helpful, accountability, diplomacy, communication.
- Escalate staffing issues as appropriate (Analysis, problem solving, judgment, communication, system troubleshooting)
- Understanding the contractual parameters of the client; in-chair occupancy, average call handle time; tracking and trending call volume history; tracking associate absenteeism and other components of the overall work flow.
- Provide, coordinate, analyze and consolidate all schedule adherence data in order to deliver processes and project work in a timely and accurate manner following company and client requirements and standards.
- WFM Specialists are expected to have a thorough working knowledge of TTEC's policies and procedures related to WFM duties and client specific requirements and expectations of service level.

**What You Bring to the Role**
- Strong understanding of TTEC's business, core values, and goals
- Strong interpersonal skills in dealing with a diverse population
- High customer service orientation
- High level of integrity, honesty, and judgment
- Math/statistics and computer proficiency
- Ability to respect and ensure strict confidentiality of customer data.
- Demonstrated multi-tasking capability and proven success in fast paced environment
- Strong attention to detail and desire to follow procedures
- Strong verbal and written communication skills
- Reporting

**What You Can Expect**
- Supportive of your career and professional development
- An inclusive culture and community minded organization where giving back is encouraged
- A global team of curious lifelong learners guided by our company values
- Ask us about our paid time off (PTO) and wellness and healthcare benefits
- And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)

Visit for more information.

About TTECOur business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.

LI-Onsite

**Primary Location**: : ZA-Western Cape-Cape Town

  • Workforce Acquisition Specialist

    6 days ago

    Cape Town, Western Cape, South Africa The Workforce Group Ltd Full time

    We are currently seeking a skilled Workforce Acquisition Specialist to join our team at The Workforce Group Ltd.Job Type: Full-timeLocation: Epping Industrial AreaSalary: $80,000 - $110,000 per annum (dependent on experience)The ideal candidate will have a strong background in recruitment or placement services, with excellent communication and interpersonal...

  • Workforce Manager

    3 months ago

    Cape Town, South Africa Luno Full time

    **About us**: Luno is the crypto investment app you can rely on, enabling you to buy, store and explore crypto securely. We're committed to putting the power of cryptocurrency in everyone's hands sensibly and responsibly.Since 2013, we've helped millions of people around the world invest safely in crypto. We do this by cutting through the hype and supporting...

  • Specialist, Workforce Management

    1 month ago

    Cape Town, South Africa TTEC Full time

    Specialist, Workforce Management-03YVX Description Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience. As a Specialist – Workforce Management – Real Time working onsite in Cape Town, South Africa, you’ll be a part of bringing humanity to business. #experience TTEC What You’ll be Doing Have a...

  • Specialist, Workforce Management

    3 months ago

    Cape Town, South Africa TTEC Full time

    Specialist, Workforce Management-03YVX **Description**: Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience. As a **Specialist - Workforce Management - Real Time** working onsite in** Cape Town, South Afric**a, you’ll be a part of bringing humanity to business. #experienceTTEC **What You’ll be...

  • Workforce Management Specialist

    1 week ago

    Cape Town, Western Cape, South Africa Amazon Development Centre (South Africa) (Proprietary) Limited Full time

    About Amazon Development Centre (South Africa) (Proprietary) LimitedAmazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to...

  • Specialist, Workforce Management

    5 months ago

    Cape Town, South Africa TTEC Full time

    Specialist, Workforce Management-03PEA **Description**: Bringing smiles is what we do at TTEC... for you and the customer. As a **Workforce Management (WFM) Specialists are **working onsite in **Cape Town, South Africa,** you'll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment...

  • Specialist, Workforce Management

    6 months ago

    Cape Town, South Africa TTEC Full time

    Specialist, Workforce Management Bringing smiles is what we do at TTEC... for you and the customer. As a **Workforce Management (WFM) Specialists are **working onsite in **Cape Town, South Africa,** you'll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company...

  • Workforce Management Specialist

    6 months ago

    Cape Town, South Africa Woolworths Full time

    **Listing reference**: woolw_000707**Listing status**: Online- **Position summary** **Industry**:FMCG & Supply Management - **Job category**:FMCG, Retail, Wholesale and Supply Chain**Location**:Cape Town - **Contract**:Permanent**Remuneration**:Market Related - **EE position**:Yes**Introduction** - Are you interested in a Workforce Management Specialist...

  • Workforce Management Specialist

    1 week ago

    Cape Town, Western Cape, South Africa Telebest Full time

    Telebest Workforce Management Analyst RoleWe are seeking a highly skilled Workforce Management Analyst to join our team at Telebest.Job DescriptionThe ideal candidate will have experience in coordinating multiple projects and data simultaneously, as well as direct experience as a Workforce Management RTA for at least 2 years. They should also possess strong...

  • Workforce Management Specialist

    3 weeks ago

    Cape Town, Western Cape, South Africa WNS Global Services Full time

    Job DescriptionThis WFM role is responsible for creating schedules based on forecast and actual trends.We are looking for a professional who can improve efficiencies and enhance utilization of resources.Support real-time teams to manage and achieve the SLAs.Key Responsibilities:Expert level understanding of Workforce management principles such as Erlang C...

  • Workforce Management Specialist

    6 months ago

    Cape Town, South Africa Smart Talent Full time

    As an Executive Search and Career Consultant specializing in the niche market of Supply Chain, we represent some of the top leaders and are called upon by blue chip organizations in the country to secure talent and assist them in building high performance teams. A leading retail company is looking for a Workforce Management Specialist to be based in Cape...

  • Workforce Management Specialist

    1 month ago

    Cape Town, Western Cape, South Africa WNS Global Services Full time

    Job Title: Group ManagerThe Group Manager will be responsible for leading the forecasting, planning, and resourcing function within our campaigns, as well as managing a team of Planners, Schedulers, and Real Time Administrators (RTA). The ideal candidate will have a strong understanding of workforce management principles, including Erlang C, and experience...

  • Workforce Manager

    6 months ago

    Cape Town, South Africa Mukuru Africa Full time

    Here's a chance to dive into the action as a Workforce Manager in our top-notch **Contact Centre in Cape Town!** As the Workforce Manager, you'll be the maestro behind the scenes, orchestrating productivity for our amazing customer support team. Your mission? Assess, analyze, and report on employee productivity at individual, inter-departmental, and...

  • Workforce Manager

    2 months ago

    Cape Town, South Africa Mukuru Full time

    Here's a chance to dive into the action as a Workforce Manager in our top-notch Contact Centre in Cape Town! As the Workforce Manager, you'll be the maestro behind the scenes, orchestrating productivity for our amazing customer support team. Your mission? Assess, analyze, and report on employee productivity at individual, inter-departmental, and department...

  • Workforce Manager

    6 months ago

    Cape Town, South Africa Isilumko Staffing Full time

    URGENT: Workforce Manager Our client in the BPO Call Centre is currently looking for a Workforce Manager to join their team. **Requirements**: - 4 years minimum experience in Workforce Management - Dialer experience for outbound campaigns a must - Excellent skills in forecasting, scheduling and real-time time management a must - Strong organizational...

  • Workforce Management

    6 months ago

    Cape Town, South Africa Isilumko Staffing (CPT) Full time

    URGENT: Workforce Manager Our client in the BPO Call Centre is currently looking for a Workforce Manager to join their team. **Requirements**: - 4 years minimum experience in Workforce Management - Dialer experience for outbound campaigns a must - Excellent skills in forecasting, scheduling and real-time time management a must - Strong organizational...

  • Workforce Optimization Specialist

    1 month ago

    Cape Town, Western Cape, South Africa Mukuru Full time

    Workforce Manager Job DescriptionAbout the Role:We are seeking a highly skilled Workforce Manager to join our team at Mukuru. As a Workforce Manager, you will be responsible for optimizing workforce productivity and efficiency in our Contact Centre.Key Responsibilities:Develop and implement workforce management strategies to improve productivity and...

  • Workforce Optimization Manager

    1 week ago

    Cape Town, Western Cape, South Africa WNS Global Services Full time

    At WNS Global Services, we are seeking a seasoned Workforce Optimization Manager to spearhead our forecasting, planning, and resourcing efforts. If you have a proven track record of driving efficiency and reducing resource costs, this could be your dream job.About the RoleThis is an exciting opportunity to join our team as a Workforce Optimization Manager....

  • Senior Workforce Manager

    3 weeks ago

    Cape Town, Western Cape, South Africa WNS Global Services Full time

    About this role:Job Summary:We are seeking an experienced Senior Workforce Manager to join our team at WNS Global Services. As a key member of our Contact Center Operations team, you will be responsible for forecasting, planning, and resourcing functions within our campaigns, as well as the management of a team of Planners, Schedulers, and Real Time...

  • Workforce Management Lead

    1 month ago

    Cape Town, Western Cape, South Africa WNS Global Services Full time

    Job SummaryWe are seeking a highly skilled and experienced Workforce Management Lead to join our team at WNS Global Services. The successful candidate will be responsible for managing and optimizing our workforce to ensure seamless delivery of services to our clients.Key ResponsibilitiesDevelop and implement effective workforce management strategies to meet...