Workforce Manager Bpo

Surgo (PTY) Ltd. has partnered with a global analytics and digital solutions company serving industries including insurance, healthcare, banking and financial services, media, retail, and others. They aim to bridge the gap between digital expectations and real outcomes for international companies with Digital Intelligence.

Our client is recruiting for a Workforce Manager to join their team based in Cape Town.

**Basic Functions**:
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 re-forecast/adjust future volume projections as needed to ensure optimum staffing at all times

Creates, maintains and updates the Capacity plan and ensures that staffing requirements, seat requirements and logistics are being delivered while balancing cost and performance

Ensures that dialer settings are defined, set up and monitored accordingly Generates/reviews schedules accordingly to meet the business requirements enabling superior customer service

Provides leadership and supervision to a highly engaged and self-sufficient team of WFMs, ensuring that all SLAs are met across accounts

Drives high client satisfaction by managing service levels situations and providing staffing, scheduling and Real-Time Adherence solutions

Protects the organization’s assets thru upholding the principles of the Quality Information Security Management System

Serves as the main point of contact for all WFM concerns

**Essential Functions**:
Reviews and amends the long term and short-term forecasts, schedules, and reports while ensuring accuracy and timelines of delivery

Ensures workforce management process and procedures are in place and followed

Conducts performance appraisals of direct reports periodically

Monitors daily, weekly, monthly and the annual center performance and alerts management of any discrepancies or issues around it

Supports analysis of trending to adjust future planning

Monitors daily performance of forecasts and schedules against actual metrics within the center and applies changes to future plans

Plans, directs, supervises, and evaluates forecasting and scheduling workflow.

Assists in the implementation of a Workforce Management System within the organization to enable effective management of shifts and work patterns

Performs routine audits of call center reports to ensure accuracy and integrity is maintained

Ensures confidentiality, integrity, and availability of information critical to fulfilling the organizations business functions

Able to analyze call center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation

Proactively collaborates with other departments to identify opportunities for improvement and provides input on performance

Ensures regular coaching, feedback and recognition is being done with the direct reports

**Education and Work experience requirements**:
4 years minimum experience in Workforce Management

Dialer experience for outbound campaigns a must

Excellent skills in forecasting, scheduling and real-time time management a must

Strong organizational skills to ensure critical timelines are met

Accuracy and attention to details a must in this role

Strong presentation skills

Detail oriented with ability to deliver project deliverables with little supervision

Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized

Demonstrate analytical, organizational, problem solving and creative thinking skills

Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems

Flexible and willing to work in shift schedules and during weekends

**Salary**: Market related