TP

Manager, Workforce Management

TP

full-time

Posted on:

Location: 🇿🇦 South Africa

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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
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