Group Manager Wfm
Job Description
Real Time Mangement, Scheduling, Reporting, NICE IEX.Communication: Maintain effective communication with team leads, supervisors, and the WFM team to ensure everyone is informed of real-time performance and adjustments.Proactively inform the management team of any challenges or opportunities for improvement.Reporting: Generate and distribute real-time reports on service level performance, adherence, and other relevant metrics.Analyze data to identify trends and areas for improvement. Tools and Technology: Familiarize yourself with WFM software and tools to make real-time adjustments efficiently.Work with IT to ensure that software and tools are up-to-date and aligned with business needs.Proficiency in Excel reporting
Qualifications
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Bachelor's degree in a relevant field (e.g., Business, Operations Management, or similar) is preferred.Prior experience as a Real-Time Analyst in a contact center or customer service environment is a strong asset.Proficiency in using WFM software and real-time monitoring tools.Strong analytical and problem-solving skills.Excellent communication and interpersonal skills.Ability to handle high-pressure situations and make quick, informed decisions.Detail-oriented with a commitment to data accuracy.
Job Location
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Job Detail
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Job IdJD1495982
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationCape Town, WC, ZA, South Africa
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EducationNot mentioned