Workforce Manager

SUMMARY:
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POSITION INFO:

Who we are: A leading Financial Services company.

What we do: We offer affordable and reliable financial services to the emerging consumer.

What we are looking for: A Workforce Manager to join a world class contact centre in Cape Town.

What you will do: In this role, you will oversee productivity for the entire customer support group. Some of the key focus areas of this role is to assess, analyse and report on employee productivity at the individual, inter-departmental and department-group levels.

Duties and Responsibilities (Include but are not limited to):

• Define workforce management/workforce optimisation
• Identify the characteristics that makes staffing challenges unique
• List possible sources of planning data
• Identify processes for data collection
• Describe process of data cleansing and adjustments
• Identify business factors that has an impact on call volumes and patterns
• Describe contact routing options and the impact it has on data collection and forecasting
• Describe the implications of overstaffing and understaffing
• Define the purpose and process of forecasting
• Calculate trend rates using historical data
• Identify seasonal factors for monthly forecasts
• Describe the impact of special events on the forecast
• Identify handle time and incorporate into the forecast of workload
• Calculate daily and half-hourly workload patterns
• Identify forecasting short-cuts and when to use them
• Identify the impacts of cycles and campaigns on the workload forecast
• Assess, analyse and report on employee productivity
• Determine how best to utilise the productivity and skills of each employee using the techniques and theories of workforce management
• Ensure the right number of people is scheduled for each channel, per hour, day, week and month
• Define the data gathering and analysis that serves as the foundation of the forecasting process
• Develop both long- and short-term forecasts of workload
• Perform general people management functions
• To manage own professional and self-development

What do you need:

• Grade 12 or equivalent (essential)
• Degree / Diploma in relevant field (advantageous)
• 4+ years of experience in a contact centre environment
• 3+ years of previous experience in workforce management
• 3+ years in data analytics
• Capacity planning experience is preferred
• Expert understanding of overall operational activities including phone, email, chat, community and social media support
• Knowledge of workforce management tools