Description:
We are looking for an excellent WFM Manager to join the team!
Basic Functions
Generates month-wise, day-wise and interval-wise forecast incorporating historical trends and other factors such as special events, seasonality, chum or growth, weather etc. Runs short term forecast and re-forecast/adjust future volume projections as needed to ensure optimum staffing at all times Creates, maintains and updates the Capacity plan and ensures that staffing requirements, seat requirements and logistics are being delivered while balancing cost and performance Generates/reviews schedules accordingly to meet the business requirements enabling superior customer service Provides leadership and supervision to a highly engaged and self-sufficient team of WFMs, ensuring that all SLAs are met across accounts Drives high client satisfaction by managing service levels situations and providing staffing, scheduling and Real-Time Adherence solutions Protects the organization’s assets thru upholding the principles of the Quality Information Security Management System Serves as the main point of contact for all WFM concernsEssential Functions
Reviews and amends the long term and short term forecasts, schedules, and reports while ensuring accuracy and timelines of delivery Ensures workforce management process and procedures are in place and followed Conducts performance appraisals of direct reports periodically Monitors daily, weekly, monthly and the annual center performance and alerts management of any discrepancies or issues around it Monitors daily performance of forecasts and schedules against actual metrics within the center and applies changes to future plans Plans, directs, supervises, and evaluates forecasting and scheduling workflow. Assists in the implementation of a Workforce Management System within the organization to enable effective management of shifts and work patterns Performs routine audits of call center reports to ensure accuracy and integrity is maintained Ensures confidentiality, integrity, and availability of information critical to fulfilling the organizations business functions Able to analyze call center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation Proactively collaborates with other departments to identify opportunities for improvement and provides input on performance Ensures regular coaching, feedback and recognition is being done with the direct reportsRequirements
Candidate must possess at least a Bachelor’s/College Degree 4 years minimum experience in Workforce Management Excellent skills in forecasting, scheduling and real-time time management a must ...
03 Feb 2023;
from:
gumtree.co.za