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 are not limited to):
Define workforce management/workforce optimizationIdentify the characteristics that make staffing challenges uniqueList possible sources of planning dataIdentify processes for data collectionDescribe the process of data cleansing and adjustmentsIdentify business factors that impact 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 it 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 utilize 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 functionsManage 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 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
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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