Global Connect Contact Centre Manager
Lyra Health
Job Level
Mid-LevelSenior
About the role
- Ensure efficient management of accounts and workforce across Planning, Real Time Management and MI processes
- Analyse historical data and forecast future demand to develop accurate workforce schedules
- Create and maintain build plans and employee schedules considering availability, skills and compliance with labour laws
- Monitor and adjust real-time staffing levels; make tactical schedule changes and coordinate overtime or training
- Use client and internal WFM systems/tools to track adherence and manage intraday changes
- Build and maintain forecasting models; generate KPI reports on staffing, service levels and productivity
- Collaborate with operations, Recruitment and Training to align capacity, staffing needs and training programs
- Identify process improvements and automation opportunities; work cross-functionally to implement new tools and methodologies
- Manage stakeholders, present findings and ensure workforce strategies align with business objectives
- Lead and coach workforce analysts, schedulers and planners to optimise performance
Requirements
- 3-5 years Workforce management experience
- Proven WFM experience in a BPO
- Client interaction and stakeholder engagement experience
- Matric or equivalent
- Experience using WFM systems (IEX, Verint, Genesys)
- Expert skills in using a Workforce Management tool (6+ years stated in competencies)
- Expert skills in Excel for modelling and scenario planning
- Knowledge in ACD telephony
- Proficiency in statistical analysis, data interpretation and forecasting models
- Experience with real-time adherence monitoring and intraday changes
- Team management and coaching experience; experience leading WFM teams
- FTE sizing and budgeting experience
- Competent with Microsoft Office (Word, PowerPoint, Excel, Outlook)
- Understanding of labour laws and scheduling regulations
- Strong presentation, facilitation and stakeholder management skills
- Problem-solving, analytical and decision-making skills
- Experience working with outsourcers and multi-site customer centres
