Assistant Manager - Workforce Management at EXL South Africa

Job Description

Essential Functions

• Manage the scheduling process of the program, including creation of agent schedules and IDPs.
• Adjust schedules as necessary to meet operational needs.
• Manage employee information changes within the Workforce Management system.
• Communicate effectively with internal and external customers.
• Balance staffing requirements with operational efficiency and financial goals.
• Plot mid-term to long-term staffing plans, including recommendations for new hire classes.
• Review Volume, AHT, Shrinkage, and Occupancy assumptions and incorporate into staff plans.
• Maintain staff plans with capacity and working assumptions approved by operations.
• Recommend scheduling movements for optimal staffing.

Skills

Technical Skills

• Highly proficient in Microsoft Excel.
• Ability to scrub, dissect, and shape data; create customized reports.
• Knowledge of WFM systems such as eWFM, Genesys, or similar.
• Able to create staffing forecasts, schedules, and IDPs; run scenarios inside a WFM tool.

Functional

• Leads engagements at vertical / program / client level
• Understands business requirements and provides appropriate solutions to benefit the business
• Has the ability to identify superior improvement opportunities
• Knowledge of quality assurance, process improvements, domain, etc
• Monitoring and Reviewing

Leadership

• Fosters a spirit of collaboration and team work
• Ability to relentlessly pursuing excellence

General

• Ability to prioritize workload, meet deadlines, and handle multiple tasks with attention to detail.
• Strong critical thinking, problem-solving, and interpersonal skills.
• Ability to give and receive feedback effectively.
• Works independently with minimal supervision.
• Strong arithmetic, analytical, and problem-solving skills.
• Adaptable and able to multitask in a dynamic environment.
• Excellent verbal, written, and comprehension skills.
• Conformance to policies / compliances with auditing skills and eye for details
• Ability to coach and give feedback on an ongoing basis.
• Interviewing skills
• Strong written and verbal communication Skills.
• Problem solving skills
• Ability to resolve conflicts constructively and lead in a continually challenging environment

Education Requirements

• Matric

Work Experience Requirements

• Minimum 3 years of total work experience with at least 2 years of WFM Planning Role
• Minimum 6 year in the current role/assignment

Responsibilities

• Manage the scheduling process of the program, including creation of agent schedules and IDPs.
• Adjust schedules as necessary to meet operational needs.
• Manage employee information changes within the Workforce Management system.
• Communicate effectively with internal and external customers.

Qualifications

• Grade 12(Matric)
• 3-6 years' experience within the WFM/ Resource Planning Role
• Specializing in Forecasting, Scheduling & Planning
• Experience in Managing a team of RTA's/Planners