Workforce Management Specialist
3 weeks ago
We are looking for a Workforce Management Specialist to join our team at Ad Talent.
This is a pivotal role in our contact centre, where you will be responsible for overseeing productivity and ensuring that our customer support group is running efficiently.
Main Responsibilities:
- Define workforce management and optimisation strategies
- Analyse employee productivity and report on key metrics
- Develop long- and short-term forecasts of workload
- Ensure the right number of staff are scheduled for each channel, hour, day, week, and month
- Perform general people management functions
You will be working closely with our operational teams to identify areas for improvement and implement changes that drive productivity and efficiency.
Requirements:
- Grade 12 or equivalent (essential)
- Degree/Diploma in relevant field (advantageous)
- 4+ years of experience in a contact centre environment
- 3+ years of previous experience in workforce management
- 3+ years in data analytics
- Capacity planning experience is preferred
- Expert understanding of overall operational activities including phone, email, chat, community and social media support
- Knowledge of workforce management tools
You must have a proven track record of driving productivity and efficiency in a contact centre environment, with a strong analytical mindset and excellent communication skills.
This is a challenging and rewarding role that requires a high level of technical expertise, business acumen, and leadership skills.
We are committed to delivering exceptional customer service and experience, and we need a skilled and dedicated professional to help us achieve this goal.
If you are a motivated and results-driven individual with a passion for workforce management, we encourage you to apply for this exciting opportunity.
Effective communication and collaboration are key to the success of this role, so you must be able to work effectively with cross-functional teams and stakeholders to drive business outcomes.
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