Job Description

The purpose of this position is to assume responsibility for the forecasting, planning and resourcing function within our campaigns, as well as the management of a team of Planners, Schedulers and Real Time Administrators (RTA). The purpose of this role is to optimize the manner in which our workforce is utilized in order to drive efficiency and reduce resource costs.




This role will also be required to provide input as well as advice into all RFP, RFI and Solution Presentations for future clients At least 5 years' workforce management / scheduling experience, including people management experience


2 years' managing others and/or experience in Workforce Management. Expert level understanding of Workforce management principles such as Erlang C etc.


Extensive experience with planning, scheduling and forecasting within the contact center environment


Both inbound and outbound


Across Multi / Omni Channel environments


Comfortable and quick working in PPT, MS-Excel


Experience with Workforce management Tools:


Workforce management software


requirements management tools or project management software such as MS Project


Experience working with:


FTE based workforce models


Outcomes based workforce models


Variety of Telephony platforms (Avaya, Presence, Cisco etc.)


Variety of Workforce Management tools (Totalview, Blue Pumpkin, Aspect etc.)


Experience in activities related to:


Workforce Optimization


Cost to Serve reduction


Workforce modelling and solutioning


Forecasts call volume demand and other contact demand volume and manages scheduling of sufficiently skilled staff based on historical and anticipated volume across all clients both short-term, medium-term and long-term.


Moderates use of Paid Time Off, leaves of absence and communicates serves as liaison to Staff Accountant/HR Assistant regarding appropriate communication of agent use.


Monitors real time contact volume both call and email/chat support and associated service levels and staffing requirements.


Trends real time call arrival patterns and adjusts staffing accordingly.


Identify call routing anomalies using real time monitoring applications.


Oversees and maintains the Workforce Management (WFM) Platform / System


Identifies real time call volume interruptions and system outages that impact contact center performance.


Escalates contact center interruptions to appropriate business continuity leaders in a timely fashion.


Conducts forecasting, creates staffing schedules, and monitors real time for schedule adherence Reporting:


Compiles monthly reports the daily/monthly call center statistics.


Report on workforce management plan


Identifies risks and reports finding to various stakeholders


People Management

Qualifications

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Matric / Grade 12 or international equivalent Call Centre Maths Industry relevant training courses, including WFM processes, terminology and tools


3 Years in a leadership role within WFM


3-5+ years of experience performing RPM functions (capacity planning, forecasting, scheduling, real-time management) in a multi-site contact center environment preferred


Strong experience with Workforce Management software (eWFM, IEX, Verint, etc.) that includes forecasting, scheduling, real-time adherence functionality More than 2 years' experience working within the BPO sector


More than 3 years' experience working in a management role