Workforce Manager

3 days ago

Cape Town, Western Cape, South Africa ABC Worldwide Full time R90 000 - R120 000 per year
Position: Manager - WFM

Location: South Africa

Employment type: Permanent

Job type: Full time

As an experienced Manager - WFM in this newly created role, you will apply your deep expertise in business intelligence and advanced analytical skills to identify opportunities to leverage data and drive business value.

Main Responsibilities
Supervising other WFMCreation & management of schedules for different projects to ensure that we have the right resources at the right times for optimal delivery of customer experienceReal-time monitoring & reporting of Schedule deviations like breaks, absenteeism, late login, early logout and other schedule non-adherenceCoordinate with outsourced sites on SL management and keep the WFM team updatedWork on real-time tickets related to schedule change request, non-production request and associate GACD profile change needsEnsure that scheduling parameters are in line with business requirements, statutory obligations and individual schedule requirementsPrepare and communicate daily handoff report to WFM leadership team on SL performanceRecognize and initiate escalation process for systems outages and submit problem tickets to the hot desk, initiate appropriate tactics to ensure service levels achievementServe as primary interface between WFM and Operations leadership to establish and strengthen a positive partnershipYour Profile
Previous experience in an international BPO environment, with ability to coordinate multiple projects' data simultaneouslyDirect experience as a workforce management for min. 10+ years is mandatoryHave good experience in Managing WFM TeamCan do attitude and ability to deliver results in a fast pace environment, with minimum supervisionProven expertise knowledge with Aspect and/or IEXStrong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse, multi-cultural environmentAbility to adapt to change and maintain composure in critical situations, communicate clearly with both internal and external stakeholdersHigh degree of ability to analyze data, using the data to drive decision making and implement effective resolutionsQualifications in statistics, mathematics, computer science or another quantitative field are an advantageAdvanced Excel skills, demonstrable experience building RTA tools or models in excel or other platformsFluent in EnglishIt is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

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