Manager SA at EXL South Africa

JOB DESCRIPTION

• Generates month-wise, day-wise and interval-wise forecast incorporating historical trends and other factors such as special events, seasonality, chum or growth, weather etc. 
• Runs short term forecast and re-forecast/adjust future volume projections as needed to ensure optimum staffing at all times
• Creates, maintains and updates the Capacity plan and ensures that staffing requirements, seat requirements and logistics are being delivered while balancing cost and performance
• Generates/reviews schedules accordingly to meet the business requirements enabling superior customer service
• Provides leadership and supervision to a highly engaged and self-sufficient team of WFMs, ensuring that all SLAs are met across accounts
• Drives high client satisfaction by managing service levels situations and providing staffing, scheduling and Real-Time Adherence solutions
• Protects the organization’s assets thru upholding the principles of the Quality Information Security Management System
• Serves as the main point of contact for all WFM concerns

QUALIFICATIONS

• Candidate must possess at least a Bachelor’s/College Degree
• 4 years minimum experience in Workforce Management
• Dialer experience for outbound campaigns a must
• Excellent skills in forecasting, scheduling and real-time management a must
• Strong organizational skills to ensure critical timelines are met
• Accuracy and attention to details a must in this role
• Strong presentation skills
• Detail oriented with ability to deliver project deliverables with little supervision
• Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels
• Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized
• Demonstrate analytical, organizational, problem solving and creative thinking skills
• Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems
• Flexible and willing to work in shift schedules and during weekends