Here's a chance to dive into the action as a Workforce Manager in our top-notch Contact Centre in Cape Town!
As the Workforce Manager, you'll be the maestro behind the scenes, orchestrating productivity for our amazing customer support team. Your mission? Assess, analyze, and report on employee productivity at individual, inter-departmental, and department group levels.
If you're ready to bring your A-game to the internal hustle and bustle of the Contact Centre, this role's got your name written all over it!
Duties and Responsibilities (Include but is not limited to): Define workforce management/workforce optimizationIdentify the characteristics that makes staffing challenges uniqueList possible sources of planning dataIdentify processes for data collectionDescribe process of data cleansing and adjustmentsIdentify business factors that has an impact on call volumes and patternsDescribe contact routing options and the impact it has on data collection and forecastingDescribe the implications of overstaffing and understaffingDefine the purpose and process of forecastingCalculate trend rates using historical dataIdentify seasonal factors for monthly forecastsDescribe the impact of special events on the forecastIdentify handle time and incorporate into the forecast of workloadCalculate daily and half-hourly workload patternsIdentify forecasting short-cuts and when to use themIdentify the impacts of cycles and campaigns on the workload forecastAssess, analyze, and report on employee productivityDetermine how best to utilise the productivity and skills of each employee using the techniques and theories of workforce managementEnsure the right amount of people is scheduled for each channel, per hour, day, week and monthDefine the data gathering and analysis that serves as the foundation of the forecasting processDevelop both long- and short-term forecasts of workloadPerform general people management functionsTo manage own professional and self-development Key Requirements: Grade 12 or equivalent (Essential)Degree / Diploma in relevant field (Advantageous)4+ years of experience in a contact center environment3+ years previous experience in a Workforce management3+ Years in data analyticsCapacity Planning experience is preferredExpert understanding of overall operational activities including phone, email, chat, community and social media supportKnowledge of workforce management toolsKnowledge of forecasting and schedule creationKnowledge of real time adherence and decision makingKnowledge of Performance Analysis/Metrics Additional Skills: Computer literate (MS Office)Written & verbal communication skillsProblem solvingJudgment and AnalysisTeam PlayerInterpersonal skillsPresentation skillsAbility to communicate at all levelsTechnical skills I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited" Maybe you are just the future Mukurian we need!! Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a 'work-like' environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers. If you do not receive any response after two weeks, please consider your application unsuccessful. NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY'S EE TARGET
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