Workforce & Operations Manager - Nam

2 weeks ago

Cape Town, South Africa Ten Group Full time

**Overview**

Ten exists to become the world’s most trusted service provider. As Workforce & Operations Manager, you will be part of a global team that will play an integral role in ensuring the reliability and consistency of our 24-7 service through appropriate staffing and planning over short, medium, and long-term time periods. Supporting a large global operation with constantly changing volume, location and language needs, you will use data, scheduling and forecasting tools to determine our ongoing staffing requirements. Success in this respect means we consistently achieve all core service level agreements (SLAs), and deliver best in class service as cost-effectively as possible.

In addition, you will be part of longer-term forecasting that ensures we are poised to effectively handle expected business growth and one-off events. Examples include onboarding of new clients, global sporting or entertainment events and technological improvements that increase our productivity. You will ensure that business leaders have the information they need with enough advance notice to right-size our teams to be in step with such business changes.

**Who We Are**

At Ten our goal is simple, to become the most trusted service business in the world.

We are already the global market leader for lifestyle management and concierge services, providing services from a 22 strong global office network with over 1200 employees. We use our expertise, technology and buying power to grant our members direct access to the best travel, live entertainment, dining and luxury retail services. We also work closely with suppliers to provide exclusively negotiated benefits and employee loyalty schemes.

We deliver our service through a combination of Ten’s proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to keep innovating, inspiring and to continue to improve the lives of millions of members.

To find out more about Ten, please watch this short video here.

**Essential Duties And Responsibilities**

**Resource Planning**:
- Regularly work through the 6 phases of workforce management; gathering historical data, analyzing data, cleaning it of inconsistencies, forecasting work volumes, calculating headcounts, creating schedules and analysing stat and SLA’s to ensure we have effectively scheduled
- Provide standardised daily, weekly, monthly and quarterly reporting and ad-hoc analytical support to the wider operations team at Ten to ensure there is full understanding of resourcing in your region
- Ensure high visibility of the forecasting approach that informs scheduling so that other stakeholders are clear and bought into changes required to meet forecasts
- Update the regional resource tool on a monthly basis, and communicate any recommended vacancies to relevant Service Directors and Heads of Department
- Take overall responsibility for rota and WFM in your local region in order to maintain accuracy. This includes checking within Humanity and ensuring teams are adhering to rota rules
- To maintain and refresh rota rules in advance of each quarter in accordance with business needs and to present these to the wider group as well as supporting them through implementation
- To meet or beat targeted performance SLA’s through effective WFM
- Organise coverage for public holidays, regional time changes and one off events
- Ensure that if last minute absence affects coverage, appropriate overtime is arranged
- Provide analysis and recommendations to improve staffing levels and efficiency

**Unified Communications Systems**:
- Work with IT to ensure that the configuration on the unified Comms system Genesys is in line with operational needs
- Manage changes to skill sets as LMs receive program-specific training and/or as mandated by changes to service teams
- Report within your regions requirements whether that’s daily pulse, weekly inbound task reports to
- Investigate any SLA failure cause by schedule non-adherence, producing a root cause analysis and remedial actions for the relevant Team Managers
- Ensure that daily reporting on schedule adherence, unavailability and timekeeping
- Review and report on ‘Task Exceptions’ to ensure there is no manipulation of the telephony system

**You will also work as part of a Global Team on the following**:
**Business Improvements**
- Work to innovate and improve Ten’s resource planning system and methodology, utilising prior experience and seeking out efficiency improvements that lead to better business performance
- Develop and manage an effective forecasting methodology that ensures all regional contracts in all languages are sufficiently staffed so that both service quality and efficiency are achieved
- Work closely with other stakeholders and/or lead any upgrades or new software implementation that will enhance global resource planning
- Ensure ongoing operational performance, monito

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