Manager II, WFM Planning & Scheduling

Job Title:

Manager II, WFM Planning & Scheduling

Job Description

The WFM Manager II is expected to be part of WFM As a Service model for RTA, Role will work with Planning & Scheduling team along with leading a team of Senior RTAs to drive CRM contact performance and real time process maturity through implementation and maintenance of best practice WFM across the location accounts. They can move across multiple industry verticals and WFM platforms in a multi-skill, multimedia environment, while building solid relationships with both our internal cross-functional teams and our client partners. The WFM Manager for RTA ensures real time practice balances the needs of the client, business, and the needs of our agents as optimally as possible, driving continual improvement and adaptation.

• Set strategic direction and manages overall delivery of real time, and operational metrics of the accounts within the location.
• Manages supervisors and helps with their succession to lead real time function across the location.
• Work with key stakeholders to ensure WFM initiative and priorities are aligned and delivered to meet contractual requirements.
• Work with the onsite and offshore WFM team to provide alignment with real time playbook for each account.
• Responsible for driving achievement of real time metrics.
• Brief management on status of WFM functions and metrics.
• Coordinates with Operational Managers, DPE, Account Management and Clients to ensure WFM processes and practices are in place and properly executed.
• Educating both their Direct reports and other functions stake holders about pre-defined process and procedures by Senior leadership of WFM.

• Identify and leverage best practices.

• Manages their team to own RCA practice in case of failure to deliver related WFM real time metrics and produces readable, clear and comprehensive insights.
• Ensure effective use of resources and automated systems.
• Implements productivity and revenue increase by driving efficiency and other related metrics and initiatives.
• Act as escalation point to address and resolve real time support matters for the programme.
• Manage and ensure delivery of the executions of real time plans, ensuring the onsite and offshore team is meeting deliverables and deadlines.
• Manage the ongoing development of the onsite RTA Teams (Employee satisfaction, upskilling).

Essential Criteria

• WFM of Solutions experience; demonstrate a clear understanding and first-hand experience of workforce management principles and processes in the following primary functional areas:
  • Real Time Management 2 years – Must have practical experience
  • Real Time Supervisor of 1 year – Must have practical experience
  • Real Time Reporting and demonstrates best practice.
  • Must have Planning & Scheduling side experience to help drive real time function as a sequence.
• Prior experience of client level communications.
• Demonstrates knowledge and experience of WFM Applications (in particular IEX) / Call centre tools / ACD Switch / WFM Now

Desirable Criteria

• MS Office: Advanced Excel, experiences using other MS applications.
• Practical Experience of WFM Applications: NICE IEX Total view preferred.
• Knowledge of reporting tool and processes.
• Prior experience in a management / supervisory capacity.

Location:

EGY Cairo - Samco Building, Chill out Midor complex, 90 North street

Language Requirements:

Time Type:

Full time