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WFM Manager/ Workforce/Workflow Manager
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General Details
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 concerns
Essential 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 reports
Requirements
- 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
- ...
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Id Subtitle 1184061018
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ABC Worldwide
Selling for 2+ years
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Basic Function
Manage the Operational Delivery which include, but is not limited to: Capacity Planning, Adherence to Service Levels, Revenue Realization, ProfitabilityEnsure all migrations are managed seamlesslyMap peer levels across client organization and establish peer level relationships within the client organizationEstablishing operational performance goalsWork with the Sales, Client Relationship managers & Migrations team to provide support/oversight for new/ additional off shoring opportunitiesPut control measures in place to ensure adherence to budget and cost control
Essential Functions
This position is responsible for Operations Key responsibilities include:
Formulation and execution of capacity and staffing plans based on medium term business forecastNegotiating and finalizing SLA’s with the Client - contract negotiationImplementing revenue and cost plansEstablishing a review/ reporting mechanism with the ClientDeveloping and approving incentive plansIdentify and champion black belt improvement projectsReview the progress of attrition action plans and check effectivenessProvide leadership to team of Managers, Asst. Managers and ExecutivesEnsure compliance to all internal and client requirements like SOX, BS7799, ISO etc.
The Performance parameters include:
Client satisfaction (15%)Revenue and costs (40%)Process Improvement (10%)Employee satisfaction (10%)Attrition management (25%)
* The weightages may change from time to time depending on business requirements
Any other essential function that may occur from time to time as directed by the Supervisor
Inbound call center experience is essential. Some level of experience in Back-office transaction processing preferred L&A Insurance, preferably US.
Work Experience Requirements
Minimum 8 years’ work experience; preferably from BPO background preferably insurance
Should have managed Teams for at least 3 years
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This is your chance to join CallForce, a fast-growing entrepreneurial BPO business that is flexible and agile. Carve out your place on our successful journey and secure your exceptional career growth protectory for the coming years by bringing your excellent BPO sales and management experience to complement our team.
Our Cape Town operation has this exciting opportunity for you to head up multiple USA outbound sales campaigns in our rapidly growing BPO operation to deliver exceptional results, in exchange for a highly lucrative remuneration package.
Work with our collaborative and dynamic BPO management team to deliver and grow our brand and operation by providing differentiation in a highly competitive sector.
Our objective is to create thousands of new jobs in SA servicing the USA Market. We are really looking for the right person to join us on this journey. We aim to achieve our goal to while having fun, securing growth for our team and stretching ourselves to step up to the next level!
What you will be responsible for delivering:
· Manage a team across multiple outbound sales campaigns of between 200 to 500 agents to significantly supersede targets and outperform competitors
· Develop and implement strategic and tactical operational plans to deliver exceptional results on a campaign-by-campaign basis.
· Use excellent interpersonal and communication skills to build and manage client relationships, manage client expectations and deliverables through consistent engagement with the key stakeholders, globally and locally.
· Work with analytics team to determine operational trends and provide solutions to increase sales, service, and quality levels to achieve and exceed targets.
· Implement and manage dynamic performance enhancement programs to ensure optimal delivery of results as well as agent retention and career development.
· Manage operating budgets to ensure cost efficiencies while balancing the need for investment to optimize operational performance.
· Ensure robust forecasting of resource requirements and collaborate with recruitment, training, QA, IT, WFM etc., to meet exacting standards and growth.
· Continually review internal systems, procedures and processes to ensure resource and operational efficiency, and make appropriate recommendations for changes.
· Oversee quality control and other compliance applicable to the global client and local legislation.
The experience and skill you will bring:
· 5 + years of experience managing outbound sales contact centres with global USA clients
· Track record of superseding performance metrics
· Innovative and dynamic approach to optimising performance
· Experience in managing USA operations through the night and comfort with working USA daytime hours
· Relevant tertiary education a ...
https://www.ditto.jobs/job/gumtree/3838346646?source=gumtree
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Introduction
A well-established company based in Cape Town is looking for a ITIL certified IT Manager to join their team.
Send your CV to hr5 (at) peopledimension (dot) co (dot) za.
Responsibilities & Duties:
• Monitor daily Backlog (Download from Compass) , Coordinate repair activities with technicians and report progress by COB every day.
• Manage technical escalations and Raise technical tickets with respective Vendor where required.
• Coordinate customer escalations with Vendor customer relationship team (CRT)
• Provide Daily/Weekly/Monthly reports and presentations based on Vendor requirement.
• Supervision of the customer support team to ensure compliance to performance targets (KPIs) and overall customer satisfaction.
• Development of staff to ensure skills levels match both current and future operational and customer requirements, including training and certification of technicians.
• Apply ITIL processes into operations.
• Develop interlocks between team and the rest of Service Operations teams
• Develop team targets.
• Working with supervisors to improve staff performance.
• Forecast, plan and set up business strategies.
• To leverage knowledge and skills in the timely operation of the unit.
• Drive operational performance and ensure proactively and business initiatives. Forecast, plan and set up business strategies
• To leverage knowledge and skills in the timely operation of the unit.
• Drive operational performance and ensure proactively and business initiatives.
• Responsible for managing & leading a team of dedicated Technical support professionals (Locally and Globally) in full filling the Customer Support contracts (KPIs / Lead Times) for Regional customers
• Handle customer management escalations, work under extreme pressure, handle emergencies, co-ordinate with different stake holders.
• Conducting Periodic reviews with the customer to analyze issues and their trends to take proactive measures to maintain SLA and to exceed clients expectations.
• Knowledge of service management integration and ITIL.
• Measuring client satisfaction via client surveys and the continued growth and expansion of services and solutions
• Point of escalation for other entities for the implementation of the solution to the customer problem within the defined time frames
• Conduct regular in-depth service and process audits.
• Employee retention, motivation and training
• Focus on grooming people from L1 to L2, L2 to L3 within select timelines
Desired Experience & Qualification Requirements:
• National Diploma in IT
• Must have ITIL certification
• Must have experience managing 20-30 members of a team
• 5 - 6 years experience in IT service Manager with exp...
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8zMzI5MDYyNzcyP3NvdXJjZT1ndW10cmVl&jid=1681436&xid=3329062772
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Our client based in Cape Town is seeking to employ a Registered Nurse Clinical Facilitator to work in their private hospital.
The successful candidate will be responsible for the facilitation of teaching and learning in the hospital. They will be required to teach up-to-date Theory and clinical nursing best practice to the relevant staff in the hospital as well as to establish partnerships between the hospital clinical teams and the education teams to ensure continuous development and improvement of theoretical and clinical nursing skills, nursing standards and general nursing care.
To apply for the opportunity the following minimum requirements must be met:
Candidate must be a Registered Nurse , registered with SANC. Candidate must have a General Nurse qualification Candidate must have Post Basic qualification in Nursing EducationMinimum of 2years experience
Salary: Between R35000.00 and R38000.00 Basic monthly salary
Interested candidates are requested to e-mail a detailed CV to ( Vacancy @ letslink. co. za ) or to contact Gary on +27(0)110261907
Please view our website: LetsLink . co . za
By applying for this position and providing us with your CV and other personal information, you are consenting to the information being used for the specific purpose for which it was provided, which is recruitment purposes and possible appointment purposes (Should you be successful). Please note that your information will be processed for recruitment purposes only or for such purposes relating to assessing the establishment of the employment relationship with yourself, and this will be done in accordance with the applicable data protection and privacy legislation. We confirm that such information will not be used for any other purpose without your prior consent.
If your application is not successful, we retain your CV and other information provided for a period of 24 months after which it will be destroyed in a secure manner. If you object to your information being used in accordance with the
https://www.ditto.jobs/job/gumtree/4049489493?source=gumtree
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Our client is a successful Fintech located in the Northern Suburbs of Cape Town, that has grown by implementing new ideas and equipment in the payment processing industry to enrich payment solutions with automation and great tech.
An intelligent, strong, tech savvy, outcomes focused Senior Software Developer professional is required. Who has willingness to learn and adapt to new challenges in a fast-paced growing company, to start as soon as possible.
Primary competencies:
7+ years’ experience as a Software Developer / Senior Software Developer.College or University degree in Computer Science or a related discipline.Proficient with PH.0P, Laravel and JavaScript.The ideal candidate will be an IT professional with excellent interpersonal and communication skills (both written and verbal).The candidate needs a proven track record as a Senior Software Developer.The position is part of an agile development team, building and working on enterprise payment grade software systems on top of a PHP Laravel and VUE.js development stack.A hybrid working environment is embraced, allowing the team members to work both on-site and remotely. As a result, proficiency in virtual team management and the ability to manage deliverables in a virtual setting are essential requirements for this position.
Responsibilities:
Reporting to the DevOps Manager.Maintain high standards of software quality.Collaborate with other software developers, business analysts and software architects to plan, design, develop, test, and maintain web- and android based business applications.Assist in the collection and documentation of users requirements, development of user stories, estimates and work plans.Design, develop, and unit test applications in accordance with established standards.Participate in peer-reviews of solution designs and related code.Package and support deployment of releases.Work with teammates in the upgrade and rewrite of legacy software.Develop, refine, and tune integrations between applications.Analyse and resolve technical and application problems.Assess opportunities for application and process improvement and prepare documentation of rationale to share with team members and other affected parties.Adhere to high-quality development principles while delivering solutions on-time and on-budget.Experience with debugging, performance profiling and optimizationComprehensive understanding of object-oriented and service-oriented application development techniques and theoriesInternally motivated, able to work proficiently both independently and in a team environment.Strong initiative to find way...
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8zMDk0NjIzODc2P3NvdXJjZT1ndW10cmVl&jid=1749108&xid=3094623876
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