Assistant Wfm Manager

2 weeks ago

Cape Town, South Africa IGT Solutions Full time

**Position : Assistant Manager Real Time Analyst (WFM)**

**Location: Cape Town**

Main Responsibilities

Creation & management of schedules for different projects to ensure that we have the right resources at the right times for optimal delivery of customer experience

Real-time monitoring & reporting of Schedule deviations like breaks, absenteeism, late login, early logout and other schedule non-adherence

Coordinate with outsourced sites on SL management and keep the WFM team updated

Work on real-time tickets related to schedule change request, non-production request and associate GACD profile change needs

Ensure that scheduling parameters are in line with business requirements, statutory obligations and individual schedule requirements

Prepare and communicate daily handoff report to WFM leadership team on SL performance

Recognize and initiate escalation process for systems outages and submit problem tickets to the hot desk, initiate appropriate tactics to ensure service levels achievement

Serve as primary interface between WFM and Operations leadership to establish and strengthen a positive partnership

Your Profile

Previous experience in an international BPO environment, with ability to coordinate multiple projects’ data simultaneously

Direct experience as a workforce management RTA for min. 2 years is mandatory

Can do attitude and ability to deliver results in a fast pace environment, with minimum supervision

Proven expertise knowledge with Aspect and/or IEX

Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse, multi-cultural environment

Ability to adapt to change and maintain composure in critical situations, communicate clearly with both internal and external stakeholders

High degree of ability to analyze data, using the data to drive decision making and implement effective resolutions

Qualifications in statistics, mathematics, computer science or another quantitative field are an advantage

Advanced Excel skills, demonstrable experience building RTA tools or models in excel or other platforms

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, colour, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

**Salary**: R4,190.70 - R20,393.79 per month

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