Work Force Manager Vacancy

1 week ago

Cape Town, South Africa Jai Search Consultancy Full time

**Job purpose**:
Responsible for the entire planning cycle and the management of a team of Schedulers, Real Time Administrators (RTA) and the overall contractual delivery related to the Workforce Management team.

**Key Performance areas**:
People Management
- Coaches the team to ensure quality of delivery meets the appropriate standard
- Measures and manages the team to ensure out-of-line situations are immediately addressed
- Communicates information in a timely, accurate and understood manner to all team members
- Ensures that all Human Resources policies and procedures are observed

Workforce Planning
- Reviews forecasted call volumes, average handling time and shrinkage to calculate the required headcount figure
- Ensures that workforce’s schedulers complete Agent schedules within agreed timeframes and in line with call volume, averagehandling time and shrinkage forecasts
- Monitors Real Time Administration team to ensure that adherence to schedule is managed by them in line with operationalprocesses
- Assesses forecasting accuracy and put processes in place to optimise forecasting accuracy
- Identifies and highlights trends impacting call delivery, and ensures remedial plans are incorporated into planning
- Optimizes headcount requirements to reduce cost without impacting operational delivery
- Analyses schedules and makes recommendations for improvement, including impact on budget

Reporting and standardisation
- Provides all management reports as required by the business
- Meets regularly with other WFM managers to agree standard WFM and reporting processes and implement them on theoperation

**Skills**:

- Analysis
- Attention to detail
- Oral and written communication (L2)
- Planning and organizing (L3)
- Technical expertise (L3)

**Knowledge**:

- Matric or equivalent
- 2+ years workforce management experience, including people management experience
- Computer literate (Excel - intermediate)

**Salary**:

- R35 000

**Location**:

- Cape Town

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

**Salary**: R30,000.00 - R35,000.00 per month

Ability to commute/relocate:

- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (required)

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