Senior Workforce Management Planner
Johannesburg, GP, ZA, South Africa
Job Description
Forecasting & Capacity Planning:
short-term and long-term forecasts for multi-channel (voice, chat, email, etc.) contact volumes, taking into consideration seasonal efforts, alignments with marketing objectivesScheduling & Automation of scheduling:
-Nationally and Internationally, ensuring in line withlabour laws and agreementsReal-Time Management (RTM) & Intraday Monitoring & Reforcasting for demand
Data and Insights - prepare performance reports and Insights (e.g., adherence, occupancy, forecast accuracy, SLA attainment)
System Optimization & Support:
Serve as a subject matter expert (SME) on Genesys WFM tools, driving enhancements and training initiativesLeadership & Collaboration:
Mentor Junior WFM's and work cross functionally with Data Science, HR, Training to align workforce plans with recruitment, training, and leave planningProficiency in Genesys/Cloud basedWFM platforms & reporting tools.
Advanced Excel and data analysis skills.
Experience multi-channel environments will be advantageous
Matric+Tertiary degree or Diploma ( Analytics/BSC, Data related is preferred)
Genesys WFM certification(s) preferable
Process or workflow improvement qualification will be advantageous
Between 5 - 7 Years
Beware of fraud agents! do not pay money to get a job
MNCJobs.co.za will not be responsible for any payment made to a third-party. All Terms of Use are applicable.
Related Jobs
Job Detail
-
Job IdJD1508337
-
IndustryNot mentioned
-
Total Positions1
-
Job Type:Full Time
-
Salary:Not mentioned
-
Employment StatusPermanent
-
Job LocationJohannesburg, GP, ZA, South Africa
-
EducationNot mentioned