Contact Centre Work Force Manager - Cape Town at Fidelity Services Group

Key Responsibilities:

People Management

• Coaches the team to ensure quality of delivery meets the appropriate standard.
• Measures and manages the team to ensure out-of-line situations are immediately addressed
• Communicates information in a timely, accurate and understood manner to all team members
• Ensures that all Human Resources policies and procedures are observed

Workforce Planning

• Reviews forecasted call volumes, average handling time and shrinkage to calculate the required headcount figure
• Generate Agent schedules within agreed timeframes and in line with call volume, average handling time and shrinkage forecasts
• Monitors adherence to schedule in line with operational processes
• Assesses forecasting accuracy and put processes in place to optimise forecasting accuracy
• Identifies and highlights trends impacting service delivery, and ensures remedial plans are incorporated into planning
• Optimizes headcount requirements to reduce cost without impacting operational delivery
• Analyses schedule and makes recommendations for improvement, including impact on budget
• Real time monitoring
• Workforce supervisor application software training.

Reporting and standardisation

• Provides all management reports as required by the business
• Meets regularly with Inland WFM manager to agree standard WFM and reporting processes and implement them on the operation
• Understand formulas and able to draft detailed pivots and likewise reports
• Data mining/analysing
• Document process and procedures pertaining to applications training.

Minimum Qualifications and Experience:

• Matric
• Diploma advantageous
• 2+ years workforce management experience, including people management experience - advantageous
• Intermediate knowledge of CRM, IVR, ACD, dialler, and general customer management IT and telephony systems(OSCC)
• Call Centre experience
• Security experience
• Computer skilled and solid Microsoft Office Experience (Excel pivots / formulas for reporting)