Job Description
JOB PURPOSE
Responsible for real time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of calls at the desired service level. To work as part of a greater WFM team and ensure that all functions performed/services provided are in line with the overall WFM strategy.
KEY RESPONSIBILITY AREAS
1. Accurate Attendance/Absence updating on WFM systems
2. Monitor contact centre to ensure optimal staffing levels.
3. Intraday reporting
4. Flagging all/any deviations to schedules
5. Facilitate real time discussion with relevant stakeholders.
6. Complete route cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
7. Ensures that all reports originating from the department are accurate, relevant and reliable.
8. On the day schedule optimization in order to meet desired service levels, and providing feedback to relevant stakeholders of potential impact to service levels, along with suggestions.
9. Trend analysis on all measures which impact the overall performance of the business unit.
10. Regular planned huddles with Operations highlighting key focus areas.
11. Accurately tracking all/any movement of headcount. (attrition, new recruits)
12. Ensuring that all headcount databases are accurate and aligned. (eWFM, UIP, Headcount files)
13. Real Time shrinkage/adherence management
QUALIFICATIONS REQUIRED
Matric / Grade 12 or international equivalent
ndustry 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
EXPERIENCE REQUIRED
Min 2 year’s experience in a WFM team.
Min 2 year’s experience in trend analysis
Experience with Aspect.
Spread sheets with formula application and/or database software (Excel, Access)
Knowledge in Automatic Call Distribution Technology and experience with Forecasting/ Scheduling software.
Advanced MS Office
JOB-RELATED KNOWLEDGE, SKILLS & COMPETENCIES REQUIRE
Engagement
Communication skills
Problem Solving
Planning & Organizing
Risk Management
Incident Management
Data Analysis
Stakeholder Management
Client Communication
Report writing
Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook)
Attention to detail
OTHER SPECIFIC REQUIREMENTS
Own vehicle with a valid driver’s licence
Must be able to travel across multiple sites
Must be able to work evening hours
Note -
Afternoon and night shifts – Monday to Sunday (rotational shifts)
Candidates are required to have fibre or live in a fibre enabled area.