Workforce Team Leader

2 weeks ago

Cape Town, South Africa O'Dwyer Personnel Full time

Team Leader/Scheduler

Reports to - Assistant Manager / Manager - WFM

**Job Purpose**

Team Leader - WFM will be responsible for managing all activities associated with scheduling, Rostering, Capacity planning, Shrinkage, FTE calculation, monitoring, etc. effectively. Also to achieve the business objective & service level objectives by maximizing efficiencies, occupancy & utilizations

**Primary Responsibilities**
- Review Weekly forecast and provide inputs
- Review weekly intraday & rosters
- Review KPIs and Service Level projections for the coming week
- Ensure Service Levels & other KPI’s are met consistently as per plan
- Ensuring all necessary & relevant efficiency parameters are within target
- Have effective discussions with stakeholders & manage escalations (wherever required)
- Effectively manage outage scenarios
- Effectively support IVR routing changes
- Prepare Reporting of floor activities for scheduling & real time (few mentioned)
- Hourly updates on ACT, Service Levels, etc
- Expected Service Levels & vertical synopsis
- Leave management
- Manage ad-hoc requirements from Ops & any other functions
- Discuss daily / weekly performance with stakeholders
- Outlier management for all efficiency parameters
- People management - activities like coaching, mentoring, appraisal conversations, etc
**Knowledge, skills & competencies required**

**Functional Skills and Competencies**:

- Overall Understanding of the Workforce Management
- Understands and know the purpose of the role and how it links to the other roles
- Good knowledge of MS Office
- Understands and has knowledge of key Contact Centre metrics such as shrinkage, AHT, Occupancy, schedule adherence, etc
- Analyse situations, identifies the gaps quickly and take necessary steps to avoid impact on Service Levels
**Customer Focus (Core)**
- Ability to maintain high confidentiality with sensitive information, data and display integrity.
- Ensure that customer is the focus (internal and external) of all actions and decision taken
**Communication Skills**
- Ensures delivery of all promises and commitments made to the customers / stakeholders
- Influences stakeholders and team members alike by creating positive relationships with them in order to achieve company goals
- Ability to translate and summarize analytical data findings into actionable recommendations
**Interpersonal Skills and Teamwork**
- To be able to communicate effectively, both verbally and in writing with stakeholders & across levels
- Ensures that full support is rendered to all team members in conducting their day-to-day affairs and all team decisions are supported irrespective of personal agenda
**Tools**
- Should have worked extensively with at least one of the WFM software’s, like eWFM, Genesys, Verint etc
- Proficient in MS Office

**Minimum Requirements**:

- Minimum 4 years of work experience in Contact Centre Industry
- Minimum of 2 year experience in Workforce Management within a leadership role
- Matric essential

**Job Types**: Full-time, Permanent

**Salary**: Up to R21,000.00 per month

  • Workforce Analyst Team Leader

    3 days ago

    Cape Town, South Africa O'Dwyer Personnel Full time

    Growing BPO seeks to employ a Workforce Analyst Assistant Manager / Team Leader **Duties & Responsibilities**: - Generates schedules accordingly to meet the business requirements enabling superior customer service - Monitors all dialer activities and leads while ensuring adherence to strategy - Monitors the inbound queue real-time while tracking,...

  • Workforce Champion

    2 weeks ago

    Cape Town, South Africa amplify5 Full time

    amplify5 is growing again which means great opportunities are being created to grow our team and be a part of our exciting future. Our support functions continue to grow and we need an experienced, Positive and Motivated, Meticulous Workforce Planner to bring the action as our Workforce Champion! **WHAT WILL YOU BE DOING?** - Build schedules aligned to...

  • Workforce Manager

    1 week ago

    Cape Town, Western Cape, South Africa EXL Full time R900 000 - R1 200 000 per year

    We are excited to open applications for theAssistant Vice President (AVP) – Workforce Management, a key leadership position responsible for driving operational excellence, SLA delivery, and strategic workforce planning across multiple teams.Key ResponsibilitiesProvide strategic leadership and oversight to the WFM department, including Managers, LAMs/AMs,...

  • Strategic Workforce Management Leader

    1 week ago

    Cape Town, South Africa Teleperformance Full time

    A global outsourcing firm in Cape Town seeks a Workforce Management Manager to oversee efficient staffing and optimize workforce productivity. Responsibilities include analyzing historical data, collaborating with department heads, and managing real-time staffing levels to meet operational needs. Ideal candidates will have extensive experience in labor...

  • Workforce Manager

    3 days ago

    Cape Town, South Africa O'Dwyer Personnel Full time

    Growing BPO seeks to employ a Workforce Manager, reporting directly to the Senior Manager. Responsible for managing RTA /MI Analysts / WFM Team Lead - Generates month-wise, day-wise and interval-wise forecast incorporating historical trends and other factors such as special events, seasonality, chum or growth, weather etc. - Runs short term forecast and...

  • Workforce Planning Manager

    5 days ago

    Cape Town, Western Cape, South Africa Hire Resolve Full time R1 200 000 - R2 400 000 per year

    Career Opportunity: Workforce Planning Manager Location: Cape Town Industry: Insurance Salary: Highly Competitive Market-Related CTC Package Start Date: ASAPAre you a strategic leader with high commercial acumen and proven experience in workforce management and resource forecasting for high-volume, customer-facing operations?Our client, a global leader in...

  • Manager, Workforce

    3 weeks ago

    Cape Town, South Africa Standard Bank of South Africa Limited Full time

    Overview Business Segment: Personal & Private Banking To be the Subject Matter Expert (SME) for Branch, Private and Business Client scheduling and be accountable for the execution of provincial workforce tactical and operational plans. The role oversees end-to-end workforce management (forecasting, scheduling, monitoring and reporting) to ensure service...

  • Workforce Manager

    2 weeks ago

    Cape Town, South Africa Mukuru Africa Full time

    Here's a chance to dive into the action as a Workforce Manager in our top-notch **Contact Centre in Cape Town!** As the Workforce Manager, you'll be the maestro behind the scenes, orchestrating productivity for our amazing customer support team. Your mission? Assess, analyze, and report on employee productivity at individual, inter-departmental, and...

  • Workforce Manager

    4 weeks ago

    Cape Town, South Africa Keen Full time

    About KeenAt Keen, we don't just deliver services — we embed ourselves into the heart of our clients' businesses. From digital marketing and creative to customer experience, we craft bold, high-performance digital experiences for global brands.Keen helps some of the most exciting U.S. and international brands scale smarter by embedding expert teams that...

  • Team Leader: Agents

    7 days ago

    Cape Town, South Africa NTT Ltd. Full time

    NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future. In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve...