LOCATION

Cape Town, South Africa
Job Title:
Senior WFM Manager
Job Description

The Sr Mgr Workforce Management is responsible for managing a team to develop accurate and timely forecasts, capacity plans, schedules, pre-day schedule management, intraday management, and post-day performance analysis in a multi-site/skill environment. This position is responsible for the execution of workforce strategy and achievement of client goals and Convergys performance metrics.

• Review completed forecasts, schedules, and plans developed by team members to ensure completion, accuracy, and adherence to standards
• Lead reviews of Workforce Management strategy to identify opportunities to improve utilization and develop new strategies to proactively respond to client needs
• Partner with Business Development, Operations, and Clients to develop new models to support staffing and volume changes
• Lead reviews of Call Center efficiency and customer service performance to ensure client needs and Convergys financial performance are met
• Partner with support functions (IT) to ensure that forecasting, planning, and scheduling tools/software are properly configured and maintained to support the Workforce Management team
• Lead the development of forecasts, resource plans, and schedules for new programs

CAREER FRAMEWORK ROLE

Provides leadership to managers, supervisors and/or professional staff. Is accountable for the performance and results of multiple related units. Recommends operational objectives and develops departmental plans, including business, production and/or organizational priorities. Controls resources and policy formation in area of responsibility. Decisions are guided by resource availability and functional objectives. Develops and administers performance requirements; may have budget responsibilities.

DISCLAIMERTHE ABOVE STATEMENTS ARE INTENDED TO DESCRIBE THE GENERAL NATURE AND LEVEL OF WORK BEING PERFORMED BY PEOPLE ASSIGNED TO THIS JOB. THEY ARE NOT INTENDED TO BE AN EXHAUSTIVE LIST OF ALL RESPONSIBILITIES, DUTIES, AND SKILLS REQUIRED OF PERSONNEL WORKING WITHIN THIS JOB TITLE.

Location:
ZAF Cape Town - 10 Rua, Da Gama St, Foreshore, Cape Town
Language Requirements:
Time Type:
Full time
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The Sr Mgr Workforce Management is responsible for managing a team to develop accurate and timely forecasts, capacity plans, schedules, pre-day schedule management, intraday management, and post-day performance analysis in a multi-site/skill environment. This position is responsible for the execution of workforce strategy and achievement of client goals and Convergys performance metrics.

• Review completed forecasts, schedules, and plans developed by team members to ensure completion, accuracy, and adherence to standards
• Lead reviews of Workforce Management strategy to identify opportunities to improve utilization and develop new strategies to proactively respond to client needs
• Partner with Business Development, Operations, and Clients to develop new models to support staffing and volume changes
• Lead reviews of Call Center efficiency and customer service performance to ensure client needs and Convergys financial performance are met
• Partner with support functions (IT) to ensure that forecasting, planning, and scheduling tools/software are properly configured and maintained to support the Workforce Management team
• Lead the development of forecasts, resource plans, and schedules for new program