Job Description

JOB PURPOSE


To manage a WFM team and all facets of contact centre operations such as forecasting, scheduling, monitoring call volumes and other operational activities while adjusting resources to meet business objectives.



KEY RESPONSIBILITY AREAS


1. People Development


2. Engagement with operations


3. Agent & Skill Trend Analysis:


4. Employee engagement


5. Talent management


6. Client relationship management


7. Innovation and Knowledge sharing with Operations in improving


8. Incident Management


9. RTA Scorecards & Development


10. Intraday Capacity Planning


11. WFM recommendations, Back fill and Attrition trends



KEY RELATIONSHIPS


Key Internal Relationships SA Support Functions: Operations, Finance, L&D, Change, MI, IT, HR etc.


Key External Relationships Vodacom WFM, IGO WFM, TIUK WFM, Prodigy WFM


QUALIFICATIONS REQUIRED


Essential


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


A relevant qualification in BA/BS degree required, preferred economics, statistics, business or equivalent education- MBA a plus 2 Years' experience leading a Workforce Management team within BPO
EXPERIENCE REQUIRED



Essential


5 Years' experience working within a contact centre 3 Years' management experience within WFM (Internal) WiNS rating at A1, A2 or B1 level for 2 consecutive years 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
Preferred


More than 2 years' experience working within the BPO sector More than 3 years' experience working in a senior management role
JOB-RELATED KNOWLEDGE, SKILLS & COMPETENCIES REQUIRED



Essential


Employee Engagement Managing Change Problem Solving Planning & Organising Risk Management Financial Management Coaching & Mentoring Talent Management Data Analysis Stakeholder Management Client Communication Report writing Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook) Attention to detail

Qualifications

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Matric

Job Location

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