Operations Manager

2 weeks ago

Umhlanga, KwaZulu-Natal, South Africa WNS Global Services Full time
Job Title: Assistant Manager

WNS Global Services is seeking a highly skilled Assistant Manager to join our Workforce Management team. As a key member of our team, you will be responsible for ensuring the correct number of agents are available to meet our service level targets.

Key Responsibilities:

  • Develop and maintain short and long-term forecast and capacity plans to ensure sufficient staff is available during peak periods.
  • Review and analyze monthly, quarterly, and yearly Contact Center Performance Reports for internal and external stakeholders.
  • Devise and deliver projects that benefit our campaigns.
  • Create a yearly calendar of potential risks.
  • Provide optimal forecasting, scheduling, and identifying new methods, strategies, and opportunities.
  • Ensure sufficient staff is scheduled per interval to meet productive hour targets.
  • Analyze historical call trends by source, handle time, and root cause to identify operational opportunities.
  • Provide optimized schedules that meet contracted SLA's and effectively communicate any potential risks.
  • Create scenarios and present to the operations leadership team on scheduling options, highlighting risk and benefits.
  • Track and monitor plans to identify optimization opportunities and report on variance to plan.
  • Report on and monitor agent productive hours delivery.
  • Effectively manage planned shrinkages to ensure delivery against client expectations.
  • Manage real-time analysts to ensure we meet client and internal expectations.

Qualifications:

  • Matric/Grade 12 or international equivalent.
  • Call Centre Maths.
  • Industry-relevant training courses, including WFM processes, terminology, and tools.
  • Preferred: A relevant qualification in BA/BS degree, preferred economics, statistics, business, or equivalent education.

Experience:

  • Min 3 years' experience in a WFM team.
  • Min 1 year's planning experience with Aspect systems.
  • Experience managing client relationships.
  • Spread sheets with formula application and/or database software (Excel, Access).
  • Knowledge in Automatic Call Distribution Technology and experience with Forecasting/Scheduling software.
  • Advanced MS Office.

Additional Information:

  • Job-related knowledge, skills, and competencies required: Engagement, Communication skills, Problem Solving, Planning & Organizing, Risk Management, Incident Management, Data Analysis, Stakeholder Management, Client Communication, Report writing, Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook), Attention to detail.
  • Other specific requirements: Own vehicle with a valid driver's license, Must be able to travel across multiple sites, Must be able to work evening hours.

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