Senior Group Manager - WFM - South Africa at WNS Global Services

Job Description

The purpose of this position is to assume responsibility for the forecasting, planning and resourcing function within our campaigns, as well as the management of a team of Planners, Schedulers and Real Time Administrators (RTA).  The responsibility  of this role is to optimize the manner in which our workforce is utilized in order to drive efficiency and reduce resource costs.
This role will also be required to provide input as well as advice into all RFP, RFI and Solution Presentations for future clients

• Extensive experience with planning, scheduling and forecasting within the contact center environment
• Both inbound and outbound
• Across Multi / Omni Channel environments
• Comfortable and quick working in PPT, MS-Excel
• Experience with Workforce management Tools:
• Workforce management software
• requirements management tools or project management software such as MS Project
• Experience working with:
• FTE based workforce models
• Outcomes based workforce models
• Variety of Telephony platforms (Avaya, Presence, Cisco etc.)
• Variety of Workforce Management tools (Totalview, Blue Pumpkin, Aspect etc.)
• Experience in activities related to:
• Workforce Optimization
• Cost to Serve reduction
• Workforce modelling and solutioning
• Forecasts call volume demand and other contact demand volume and manages scheduling of sufficiently skilled staff based on historical and anticipated volume across all clients both short-term, medium-term and long-term.
• Moderates use of Paid Time Off, leaves of absence and communicates serves as liaison to Staff Accountant/HR Assistant regarding appropriate communication of agent use.
• Monitors real time contact volume both call and email/chat support and associated service levels and staffing requirements.
• Trends real time call arrival patterns and adjusts staffing accordingly.
• Identify call routing anomalies using real time monitoring applications.
• Oversees and maintains the Workforce Management (WFM) Platform / System
• Identifies real time call volume interruptions and system outages that impact contact center performance.
• Escalates contact center interruptions to appropriate business continuity leaders in a timely fashion.
• Conducts forecasting, creates staffing schedules, and monitors real time for schedule adherence Reporting:
• Compiles monthly reports the daily/monthly call center statistics.
• Report on workforce management plan
• Identifies risks and reports finding to various stakeholders

People Management

Team Structure & Placements

• Manages the Analytics structure & placements within the team
• Employee Engagement
• Performance & Discipline Management

Qualifications

• Minimum 5 years’ workforce management / scheduling experience, including people management experience.
• 2 years’ managing others and/or experience in Workforce Management. Expert level understanding of Workforce management principles such as Erlang C etc.
• minimum two year experience in analytics, dialer technical experience or related field Experience implementing new software / applications Experience managing teams in different geographic locations