KEY RESPONSIBILITY AREAS

1. People Development
2. Engagement with operations
3. Agent & Skill Trend Analysis:
4. Employee engagement
5. Talent management
6. Client relationship management
7. Innovation and Knowledge sharing with Operations in improving
8. Incident Management
9. RTA Scorecards & Development
10. Intraday Capacity Planning
11. WFM recommendations, Back fill and Attrition trends

QUALIFICATIONS REQUIRED

Essential

• Matric / Grade 12 or international equivalent
• Call Centre Maths
• Industry relevant training courses, including WFM processes, terminology and tools

Preferred

• A relevant qualification in BA/BS degree required, preferred economics, statistics, business or equivalent education- MBA a plus
• 2 Years’ experience leading a Workforce Management team within BPO

EXPERIENCE REQUIRED

Essential

• 5 Years’ experience working within a contact centre
• 3 Years’ management experience within WFM
• (Internal) WiNS rating at A1, A2 or B1 level for 2 consecutive years
• 3-5+ years of experience performing RPM functions (capacity planning, forecasting, scheduling, real-time management) in a multi-site contact center environment preferred
• Strong experience with Workforce Management software (eWFM, IEX, Verint, etc.) that includes forecasting, scheduling, real-time adherence functionality

Preferred

• More than 2 years’ experience working within the BPO sector
• More than 3 years’ experience working in a senior management role

JOB-RELATED KNOWLEDGE, SKILLS & COMPETENCIES REQUIRED

Essential

• Employee Engagement
• Managing Change
• Problem Solving
• Planning & Organising
• Risk Management
• Financial Management
• Coaching & Mentoring
• Talent Management
• Data Analysis
• Stakeholder Management
• Client Communication
• Report writing
• Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook)
• Attention to detail

QUALIFICATIONS

Matric

To manage a WFM team and all facets of contact centre operations such as forecasting, scheduling, monitoring call volumes and other operational activities while adjusting resources to meet business objectives.