Assistant Manager

4 weeks ago


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

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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