Lead Assistant Manager

6 hours ago

South Africa EXL Full time R80 000 - R120 000 per year
Description

Responsible for managing staffing models, creating schedules, and optimizing workforce planning to meet service levels and operational efficiency.

Responsibilities
  • Manage the scheduling process of the program, including creation of agent schedules and IDPs.
  • Adjust schedules as necessary to meet operational needs.
  • Manage employee information changes within the Workforce Management system.
  • Communicate effectively with internal and external customers.
  • Balance staffing requirements with operational efficiency and financial goals.
  • Plot mid-term to long-term staffing plans, including recommendations for new hire classes.
  • Review Volume, AHT, Shrinkage, and Occupancy assumptions and incorporate into staff plans.
  • Maintain staff plans with capacity and working assumptions approved by operations
  • Recommend scheduling movements for optimal staffing.
Qualifications

Education and qualifications:

  • Matric is Essential 

Internal candidates: Minimum of 1 years of work experience as follows:  

B2 can apply for a lateral for a lateral movement: Minimum tenure of 12 months within current band
B1 can apply: Minimum tenure of 12 months within current band

Performance ratings of 3.5 or higher in last appraisal cycle  

No warnings or pending disciplinary action and no absenteeism

General Skills

  • Ability to prioritize workload, meet deadlines, and handle multiple tasks with attention to detail.
  • Strong critical thinking, problem-solving, and interpersonal skills.
  • Ability to give and receive feedback effectively.
  • Works independently with minimal supervision.
  • Strong arithmetic, analytical, and problem-solving skills.
  • Adaptable and able to multitask in a dynamic environment.
  • Excellent verbal, written, and comprehension skills.  
     
  • Technical Skills
  • Highly proficient in Microsoft Excel.
  • Ability to scrub, dissect, and shape data; create customized reports.
  • Knowledge of WFM systems such as eWFM, Genesys, or similar.
  • Able to create staffing forecasts, schedules, and IDPs; run scenarios inside a WFM tool.  

External Candidates : Work Experience

  • Minimum 2 years hands-on experience in WFM within an inbound voice call center.
  • At least 1 year of scheduling experience using tools such as eWFM, Blue Pumpkin/Impact 360, IEX, or similar.

"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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