Job Description

Workforce Manager

We are a people orientated business that provides outsourced contact centre solutions and specialises in customer life cycle management. Our people are our most important asset. We create a culture of empowerment and accountability with a focus on skills, talent and career development for all our people within the business. Our highly engaged environment displays our passion to create a great place for our people to work and it is teamwork that drives our success.

Job Purpose:
Nutun CX is currently seeking a creative and driven individual to fulfil the role of Work Force Manager. The ideal candidate will be responsible assisting for scheduling, processing time-off requests, and generating reports to show productivity and performance changes. They provide company leaders with efficiency updates and uphold high customer service standards through real-time monitoring and other methods.

Job Objectives:

• Manage accurate forecasts, ensuring the requirements are met to support the business and client needs
• Pre and post day review on forecasts to ensure appropriate actions are in place for improvement
• Review and sign off forecasts presented by the Planning Analyst
• Review and approve schedules created by the Planning Analyst to meet daily / intraday commitments
• Schedules must consider seasonality and public holidays alongside reforecasting
• All schedules should include appropriate shrinkage assumptions to deliver the net requirement
• The WFM is responsible to make use of historic trends to intuitively determine the requirements to a new forecast, also suggesting pre and post impacts
• The WFM will be responsible for implementing Service Excellence across the site along with supporting processes
• Supervision of company KPI`s - monitor and report back on telephony performance
• Highlight productivity opportunities and identify risks to productivity
• Capacity plan based on past attrition trends ensuring we have the right campaign size to meet revenue commitments
• Execution of accurate reporting - productivity / telephony / adherence / aux usage /conformance
• Incident management - ensuring all downtime is documented and substantiated for invoice review
• Real Time adherence support and team delivery - providing real time feedback on risks and working with ops to manage agent level stats that contribute to the client customer service levels
• Internal reporting to key stakeholders on trends analysis / identified risks / contingencies to potential shrinkage risks.
• Ensuring external reports that go out to client display professionalism and email etiquette, also ensuring the information being delivered is 100% accurate
• The WFM is to represent Nutun CX with timeliness to meeting deadlines / supporting the client ad hoc requests and always displaying a level of professionalism through interaction at all times
• The WFM primary focus is ensuring that all staff within his reporting line are clear on their responsibilities and manage all stakeholders responsibly and with the best interest of Nutun CX

Education and Experience Requirements:

• Desirable: Relevant National Diploma/ Degree
• Minimum of 5-10 years' experience in Work Force Manager Role
• Strong understanding of the contact centre industry

We endeavour to provide feedback to all candidates whenever possible, however, if you do not hear from us within 14 days from the closing date, please consider your application unsuccessful.

All positions will be filled in accordance with our Group Employment Equity plan.

Nutun