Workforce Manager

A reputable outsourced call centre based in the Johannesburg CBD urgently seeks to employ a skilled Workforce Manager.

In this role the successful incumbent be responsible for managing and delivering effective staff capacity plans to drive efficiency and reduce resource costs; create and ensure the accurate delivery of the forecasting and resource models in line with their target service levels whilst continually adapting these models in line with forecasts so that they remain on budget across the Contact Centre operation.

Some of your responsibilities will entail:

Review forecasted call volumes, average handling time and shrinkage to calculate the required headcounts
Optimize headcount requirements to reduce cost without impacting operational delivery
Analyse impact of contractual changes on schedules and provide necessary information to management to support decision making
Effective team management to ensure delivery of schedules within agreed timeframes and in line with call volume, average handling time and shrinkage forecasts
Effective team management to ensure that scheduling adherence is managed in line with operational requirements
Analyse schedules and provide recommendations for improvement and cost saving initiatives
Minimum Requirements:

Related Tertiary qualification required
Must have experience in working with stats
Experience in workforce management / scheduling experience, including people management experience within a Contact Centre environment will be advantageous
Experience and knowledge of Contact Centre workforce management tools and software will be advantageous
Experience of managing the resource planning/Real time/forecasting function across multi-site, Contact Centre environments will be advantageous


Apply Here http://bit.ly/2JP9DNV

Job id : , #70372, 36 views,

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