Workforce Manager
| Remuneration: | cost-to-company |
| Location: | Johannesburg |
| Job level: | Mid |
| Type: | Permanent |
| Company: | Ad Talent Africa |
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. Key focus areas include assessing, analysing, and reporting on employee productivity at the individual, inter-departmental, and department-group levels.
Duties and responsibilities (include but are not limited to):- Define workforce management and workforce optimisation.
- Identify characteristics that make staffing challenges unique.
- List possible sources of planning data.
- Identify processes for data collection.
- Describe the process of data cleansing and adjustments.
- Identify business factors that impact call volumes and patterns.
- Describe contact routing options and their impact on data collection and forecasting.
- Describe 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 forecasts.
- Identify handle time and incorporate it into workload forecasts.
- Calculate daily and half-hourly workload patterns.
- Identify forecasting shortcuts and when to use them.
- Identify the impacts of cycles and campaigns on workload forecasts.
- Assess, analyse, and report on employee productivity.
- Determine the best way to utilise the productivity and skills of each employee using workforce management techniques and theories.
- Ensure the correct 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.
- Manage your professional and self-development.
What do you need:- Grade 12 or equivalent (essential).
- Degree or diploma in a relevant field (advantageous).
- Four or more years of experience in a contact centre environment.
- Three or more years of previous experience in workforce management.
- Three or more 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.
Posted on 15 Oct 11:34, Closing date 14 Nov
