Assistant Manager
4 weeks ago
Job Summary
We are seeking a highly skilled Assistant Manager to join our Workforce Management team at WNS Global Services. This role involves providing strategic support to our operations team, ensuring efficient resource planning and capacity management.
Key Responsibilities
Develop and maintain short and long-term forecast/capacity plans to ensure sufficient staff is available during peak periods
Review and analyse Contact Center Performance Reports for internal and external stakeholders, distributing as required
Design and deliver projects that benefit the campaign
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
Analyse historical call trends by source, handle time, and root cause to identify operational opportunities
Provide optimized schedules that meet contracted SLA's and communicate potential risks
Create scenarios and present to the operations leadership team on scheduling options
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
Qualifications
Matric / Grade 12 or international equivalent
Call Centre Maths
Industry relevant training courses, including WFM processes, terminology, and tools
Preferred Qualifications
A relevant qualification in BA/BS degree, preferably in economics, statistics, business, or equivalent education
Experience
Minimum 3 years' experience in a WFM team
Minimum 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
Additional Requirements
Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook)
Attention to detail
Must be able to travel across multiple sites and work evening hours
Working Conditions
Afternoon and night shifts - Monday to Sunday (rotational shifts)
Candidates must have fibre or live in a fibre enabled area
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