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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 department group levels.

If you're ready to bring your A-game to the internal hustle and bustle of the **Contact Centre**, this role's got your name written all over it

**Duties and Responsibilities (Include but is not limited to)**:

- Define workforce management/workforce optimization
- Identify the characteristics that makes staffing challenges unique
- List possible sources of planning data
- Identify processes for data collection
- Describe process of data cleansing and adjustments
- Identify business factors that has an impact on call volumes and patterns
- Describe contact routing options and the impact it has on data collection and forecasting
- Describe the implications of overstaffing and understaffing
- Define the purpose and process of forecasting
- Calculate trend rates using historical data
- Identify seasonal factors for monthly forecasts
- Describe the impact of special events on the forecast
- Identify handle time and incorporate into the forecast of workload
- Calculate daily and half-hourly workload patterns
- Identify forecasting short-cuts and when to use them
- Identify the impacts of cycles and campaigns on the workload forecast
- Assess, analyze, and report on employee productivity
- Determine how best to utilise the productivity and skills of each employee using the techniques and theories of workforce management
- Ensure the right amount of people is scheduled for each channel, per hour, day, week and month
- Define the data gathering and analysis that serves as the foundation of the forecasting process
- Develop both long
- and short-term forecasts of workload
- Perform general people management functions
- To manage own professional and self-development

**Key Requirements**:

- Grade 12 or equivalent (Essential)
- Degree / Diploma in relevant field (Advantageous)
- 4+ years of experience in a contact center environment
- 3+ years previous experience in a Workforce management
- 3+ Years in data analytics
- Capacity Planning experience is preferred
- Knowledge of workforce management tools
- Knowledge of forecasting and schedule creation
- Knowledge of real time adherence and decision making
- Knowledge of Performance Analysis/Metrics

**Additional Skills**:

- Computer literate (MS Office)
- Written & verbal communication skills
- Problem solving
- Judgment and Analysis
- Team Player
- Interpersonal skills
- Presentation skills
- Ability to communicate at all levels
- Technical skills
- **Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like’ environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers.**_
- **NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY’S EE TARGET**_

**Job Type**: Permanent

Pay: R45 000,00 - R50 000,00 per month

**Experience**:

- Workforce Management: 3 years (required)