Workforce Management-WFM

Job Description

Basic Functions:

• Generates month-wise, day-wise and interval-wise forecast incorporating historical trends and other factors such as special events, seasonality, chum or growth, weather etc. 
• Runs short term forecast and re-forecast/adjust future volume projections as needed to ensure optimum staffing at all times
• Creates, maintains and updates the Capacity plan and ensures that staffing requirements, seat requirements and logistics are being delivered while balancing cost and performance
• Generates/reviews schedules accordingly to meet the business requirements enabling superior customer service
• Provides leadership and supervision to a highly engaged and self-sufficient team of WFMs, ensuring that all SLAs are met across accounts
• Drives high client satisfaction by managing service levels situations and providing staffing, scheduling and Real-Time Adherence solutions
• Protects the organization’s assets thru upholding the principles of the Quality Information Security Management System
• Serves as the main point of contact for all WFM concerns

Responsibilities

Essential Functions:

• Reviews and amends the long term and short term forecasts, schedules, and reports while ensuring accuracy and timelines of delivery
• Ensures workforce management process and procedures are in place and followed
• Conducts performance appraisals of direct reports periodically
• Monitors daily, weekly, monthly and the annual center performance and alerts management of any discrepancies or issues around it
• Monitors daily performance of forecasts and schedules against actual metrics within the center and applies changes to future plans 
• Plans, directs, supervises, and evaluates forecasting and scheduling workflow. 
• Assists in the implementation of a Workforce Management System within the organization to enable effective management of shifts and work patterns
• Performs routine audits of call center reports to ensure accuracy and integrity is maintained 
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organizations business functions 
• Able to analyze call center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation
• Proactively collaborates with other departments to identify opportunities for improvement and provides input on performance 
• Ensures regular coaching, feedback and recognition is being done with the direct reports

Qualifications

• Matric/ Grade 12 
• Must be able to work US hours (Shifts between 1pm and 12am)
• Minimum of 5 years experience in workforce management 
• Excellent skills in forecasting, scheduling and real-time time management a must
• Strong organizational skills to ensure critical timelines are met
• Accuracy and attention to details a must in this role
• Strong presentation skills
• Detail oriented with ability to deliver project deliverables with little supervision
• Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels
• Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized
• Demonstrate analytical, organizational, problem solving and creative thinking skills
• Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems
• Flexible and willing to work in shift schedules and during weekends