Who we are: A leading Financial Services company.What we do: We offer affordable and reliable financial services to the emerging consumer.What we are looking for: A Workforce Manager to join a world class contact centre in Cape Town.What you will do: In this role, you will oversee productivity for the entire customer support group.
Some of the key focus areas of this role is to assess, analyse and report on employee productivity at the individual, inter-departmental and department-group levels.Duties and Responsibilities (Include but are not limited to):Define workforce management/workforce optimisationIdentify 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, analyse 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 number 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-developmentWhat do you need:Grade 12 or equivalent (essential)Degree / Diploma in relevant field (advantageous)4+ years of experience in a contact centre environment3+ years of 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 tools