Descrição
JOB PURPOSE
This position is responsible for the entire planning cycle and the management of a team of Schedulers, Real Time Administrators (RTA) and the overall contractual delivery related to the Workforce Management team.
KEY PERFORMANCE AREAS
People Management
Coaches the team in order to ensure quality of delivery meets the appropriate standard
Measures and manages the team to ensure out-of-line situations are immediately addressed
Communicates information in a timely, accurate and understood manner to all team members
Ensures that all Human Resources policies and procedures are observed
Workforce Planning
Reviews forecasted call volumes, average handling time and shrinkage to calculate the required headcount figures
Ensures that workforce’s schedulers complete Agent schedules within agreed timeframes and in line with call volume, average handling time and shrinkage forecasts
Monitors Real Time Administration team to ensure that adherence to schedule is managed by them in line with operational processes
Assesses forecasting accuracy and put processes in place to optimise forecasting accuracy
Identifies and highlights trends impacting call delivery, and ensures remedial plans are incorporated into planning
Optimises headcount requirements to reduce cost without impacting operational delivery
Analyses schedules and makes recommendations for improvement, including impact on budget
- Analyses impact of contractual changes on schedules and provides management with information required to make decisions 3. Reporting and standardisation
- Provides all management reports as required by the business
- Meets regularly with other WFM managers to agree standard WFM and reporting processes and implement them on the operation
Knowledge
- Matric or equivalent
- At least 2 years workforce management experience, including people management experience
- Computer literate (Excel - intermediate)
Salary: R600,000.00 - R660,000.00 per year
Ability to commute/relocate:
- Salt River, Western Cape: Reliably commute or planning to relocate before starting work (required)
Experience:
- Workforce Management: 2 years (preferred)