Position: Manager - WFM
Location: South Africa
Employment type: Permanent
Job type: Full time

As an experienced Manager - WFM in this newly created role, you will apply your deep expertise in business intelligence and advanced analytical skills to identify opportunities to leverage data and drive business value.

Main Responsibilities

Supervising other WFM
Creation & management of schedules for different projects to ensure that we have the right resources at the right times for optimal delivery of customer experience
Real-time monitoring & reporting of Schedule deviations like breaks, absenteeism, late login, early logout and other schedule non-adherence
Coordinate with outsourced sites on SL management and keep the WFM team updated
Work on real-time tickets related to schedule change request, non-production request and associate GACD profile change needs
Ensure that scheduling parameters are in line with business requirements, statutory obligations and individual schedule requirements
Prepare and communicate daily handoff report to WFM leadership team on SL performance
Recognize and initiate escalation process for systems outages and submit problem tickets to the hot desk, initiate appropriate tactics to ensure service levels achievement
Serve as primary interface between WFM and Operations leadership to establish and strengthen a positive partnership

Your Profile

Previous experience in an international BPO environment, with ability to coordinate multiple projects’ data simultaneously
Direct experience as a workforce management for min. 10+ years is mandatory
Have good experience in Managing WFM Team
Can do attitude and ability to deliver results in a fast pace environment, with minimum supervision
Proven expertise knowledge with Aspect and/or IEX
Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse, multi-cultural environment
Ability to adapt to change and maintain composure in critical situations, communicate clearly with both internal and external stakeholders
High degree of ability to analyze data, using the data to drive decision making and implement effective resolutions
Qualifications in statistics, mathematics, computer science or another quantitative field are an advantage
Advanced Excel skills, demonstrable experience building RTA tools or models in excel or other platforms
Fluent in English

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

Workforce Manager