Senior Executive-Workforce Management-WFM

5 days ago

Cape Town, Western Cape, South Africa EXL Service Full time R900 000 - R1 200 000 per year
Job Description

Responsible for intra-day management processes for operations located in Cape Town, South Africa. To achieve business service level objectives efficiently. Create and manage reports for internal and external customers.

Responsibilities

• Efficiently monitor and manage intra-day staffing, service level and line adherence

• Provide timely, accurate reports on intra-day performance.

• Monitor and drive schedule adherence.

• Communicate effectively with internal and external customers.

• Perform other duties and assignments as directed.

General Skills:

• Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail.

• Incident management skills

• Solid critical thinking, problem solving, and interpersonal skills.

• Demonstrates ability to give and receive feedback with peers and business partners.

• Must demonstrate sound arithmetic, analytical and problem-solving ability.

• Excellent verbal, written and comprehension skills.

Technical Skills:

• Strong Excel skills. Ability to scrub, dissect and shape data, create customized reports.

• Knowledge of WFM systems such as eWFM, Verint/BluePumpkin, IEX, CMS, Genesys and ASPECT etc.

Qualifications

Requirements:
  • A minimum of 12 months Real Time Analyst experience (Must currently be in a RTA role)
  • Grade 12/ Matric
  • Clear credit and criminal record
General Skills:
  • Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail.
  • Incident management skills
  • Solid critical thinking, problem solving, and interpersonal skills.
  • Demonstrates ability to give and receive feedback with peers and business partners.
  • Must demonstrate sound arithmetic, analytical and problem-solving ability.
  • Excellent verbal, written and comprehension skills.
Technical Skills:
  • Strong Excel skills. Ability to scrub, dissect and shape data, create customized reports.
  • Knowledge of WFM systems such as eWFM, Verint/BluePumpkin, IEX, CMS, Genesys and ASPECT etc.
** In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets. **

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