WFM Manager

Work With The Best

At Merchants our vision is to create meaningful and sustainable futures for our people, by driving a culture of continuous learning through the many skills and development programmes we offer, which are designed to develop talent and fulfil potential.

If you were born to deliver exceptional service, apply to join our professional team and be ready to kick start your career. We’re always looking for expectational talent and are known around the world for our outstanding customer experience using the latest technology, best practice models and processes, and innovative ground-breaking training techniques.

We place our people at the centre of everything we do and believe that the way you treat your customers and people differentiates us.

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

What you will be doing;

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.


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


Knowledge
• Matric or equivalent
• At least 2 years workforce management experience, including people         management experience
• Computer literate (Excel– intermediate)