Work Force Manager

1 week ago

Durban, South Africa Synergy Contact Centre Full time

Manage accurate forecasts, ensuring the requirements are met to support the business and client needs
- Pre and post day review on forecasts to ensure appropriate actions are in place for improvement
- Review and sign off forecasts presented by the Planning Analyst
- Review and approve schedules created by the Planning Analyst to meet daily / intraday commitments
- Schedules must take into account seasonality and public holidays alongside reforecasting
- All schedules should include appropriate shrinkage assumptions to deliver the net requirement
- The WFM is responsible to make use of historic trends to intuitively determine the requirements to a new forecast, also suggesting pre and post impacts
- The WFM will be responsible for implementing Service Excellence across the site along with supporting processes
- Supervision of company KPI's - monitor and report back on telephony performance
- Highlight productivity opportunities and identify risks to productivity
- Capacity plan based on past attrition trends ensuring we have the right campaign size to meet revenue commitments
- Execution of accurate reporting - productivity / telephony / adherence / aux usage /conformance
- Incident management - ensuring all downtime is documented and substantiated for invoice review
- Real Time adherence support and team delivery - providing real time feedback on risks and working with ops to manage agent level stats that contribute to the client customer service levels
- Internal reporting to key stakeholders on trends analysis / identified risks / contingencies to potential shrinkage risks.
- The WFM is to represent Synergy with timeliness to meeting deadlines / supporting the client adhoc requests and displaying a level of professionalism through interaction at all times
- The WFM primary focus is ensuring that all staff within his reporting line are clear on their responsibilities and manage all stakeholders responsibly and with the best interest of Synergy

**Job Type**: Permanent

**Salary**: R18,000.00 - R25,000.00 per month

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