Main Purpose:Perform Workforce Management, reporting, analysis, recommendations, and administrative tasks related to staffing and scheduling functions. Ensure that service levels are met as per contractual obligation with the scheme and in line with business operational requirements.Responsibilities:Client service delivery and qualityFollow procedures and cooperate with peers and leader for best possible service delivery.Compliance and Risk ManagementDefined legal, statutory, and regulatory compliance is maintained at the required standards.Operational risk and governance structures, measures and frameworks are complied with, and necessary action is taken to address issues, when necessaryFinancial ManagementContribute to cost savings within the department to assist with financial goals and targets.Implement the operational requirements of the defined integrated operating model, the processes within and ensure the delivery objectives are met.Assist managers and team leaders with monitoring Real-Time, service levels and call centre activities.Work with WFM team to determine optimal work schedules and coordinate the effective scheduling of department meetings, training sessions, annual and sick leave.Utilize Workforce Management tools, trend indicators, staff planning schedules, workload distribution and data reporting.Recommend and implement innovative solutions to scheduling constraints within the contact centre.Serve as liaison between the department and IT regarding system issues, licensing, hardware etc.Operating ModelMeet delivery objectives through working with other team members within and linked to the department / project.Resolve operational performance variations and problems and escalate unresolved issues to higher levels.Ensure delivery targets/objectives are met and operate in a supportive manner to achieve successful delivery.Operational Implementation of StrategyKeep up to date with operational changes implemented in response to important external influences.Deliver in a manner that supports and meets operational quality standards and meets the defined departmental priorities.Perform according to defined operational best practice and identify and implement opportunities for continuous delivery improvementOperational LeadershipDeliver personal performance within Human Capital frameworks and policies to ensure delivery to agreed standards and objectives.Engage in development, coaching and mentoring.Support transformation through valuing diversity.Behave in alignment with the company values.Stakeholder ManagementEnsure appropriate, active, and informative relationships with customers and relevant stakeholders are successfully achieved.Address customer or stakeholder complaints in alignment with the policies and procedures and ensuring customer / stakeholder buy-inQualifications and Experience:MatricCall Centre Management Diploma5 years in Call Centre environment, with 2 years' experience in Workforce ManagementExperience in forecasting, scheduling, and data analysis.Experience in workforce planning tools such as Blue PumpkinData gathering and analysis.Knowledge and application of workforce management systemProblem solving and decision-making skills.Understanding and application of Call Centre and business process methodologiesCommunication skillsPlanning and organizing skills.
