WFM Manager

Are you ready to take the next step in your career?

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.

What would make you a good fit for this role?

Must be willing and able to work in a shifted environment.

Requirements:

• Matric or equivalent
• At least 2 years workforce management experience, including people management experience
• Computer literate (Excel intermediate)
• Willing and able to work in a night shift environment

What you'll be doing

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

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