Workforce Manager

2 weeks ago


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

We are seeking a highly skilled Workforce Manager to join our WNS Global Services team. As a key member of our workforce management team, you will be responsible for planning and managing our resources to ensure we meet our service level agreements.

Key Responsibilities

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

Requirements

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

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 licence

Must be able to travel across multiple sites

Must be able to work evening hours

Note -

Afternoon and night shifts – Monday to Sunday (rotational shifts)

Candidates are required to have fibre or live in a fibre enabled area.

"}
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