Wfm - Manager

5 hours ago

Cape Town, South Africa Tech Mahindra PTY LTD Full time

**Responsibilities**:

- Responsible for collaborating with Operations on contact routing strategies and implementing routing to meet performance objectives
- Responsible for collaborating with Operations on a triggers and lever real time management program that delivers on operational objectives at the agent and queue level
- Responsible for effectively using WFM technology and processes to calculate staffing requirements and organize schedules for the contact center operations
- Regularly conduct and participate in meetings to communicate production activities and results and work with management stakeholders to identify and/or resolve production and staffing capacity issues
- Monitor operation’s frontline behaviors, efficiency and availability for use in planning and report deficiencies and opportunities to operations and management team
- Compile data and review to ensure appropriate phone coverage has been achieved
- Uses telephone system tools (Automatic Call Distribution System and reporting) to confirm that adequate staffing resources are available to answer inbound phone calls, ensure outbound phone calls are performed efficiently, all of which will ensure adequate response time is met per the Customer Service performance standards
- General IVR administration and reporting
- Coordinates recovery caused by business continuity issues
- Supervises 5 - 10 Workforce Management team members

**Required Attributes**:

- Comfortable in a position affording visibility and interface with senior management ability to foster strong relationships with staff and all internal and external stakeholders (client)
- Solid understanding of talent management/ workforce planning process (recruitment/selection, performance management/ development /coaching, reward & recognition)
- Expert level Excel skills (VBA)
- SQL experience an advantageous
- A minimum of five years in a WFM & Leadership role
- Must be able to read, write, speak and understand the English language and possess good oral and written communication skills
- Ability to demonstrate achievement of results from a WFM reporting standpoint
- Excellent leadership, people management, communication and influencing skills at a senior level
- Experience of working in an Outsourcing or contact centre operation
- Experienced in managing large multi-site /Multi skilled contact centres
- Ability to build and maintain strong client relationships
- Demonstrates Leadership - Fosters teamwork and motivates others to perform at a higher level, aligns goals and processes to create momentum, sets clear expectations and creates a culture of development through feedback and coaching.

**EXPERIENCE & EDUCATION in addition to attributes**:
Qualification:
Matric

Tertiary qualification - advantageous

3 years’ workforce management experience (min)

3 years BPO experience (min)

5 years leadership (min)

Analytics & MIS tertiary qualification - advantageous

3 years min Client relationship management

2 years min operational collaboration experience

Ability to commute/relocate:

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

**Experience**:

- Workforce Management: 6 years (required)

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