Senior Manager WFM & Campaign Manager at Telesure Investment Holdings (TIH)

Job Purpose

• Manage and lead two impactful business areas (WFM and Dialler/Campaign Management) that is focused on improving efficiencies whilst optimising the customer experience by deploying best-practice WFM and Dialer/Campaign Management tools and principles. Responsible for the business uptake and transition to deploy WFM and Predictive Dialler/Campaign Management capabilities.

Responsibilities

Customer Experience Strategy

• Lead the implementation of the CXE business plan and ensure the right resources are in place to execute on the CXE strategy across the various stages of the customer and product life cycle.
• Develop the short and long-term strategies for each functional area and drive a roadmap of initiatives aligned to business and company goals and objectives.

Operations Management

• Support the overall organisational strategy by developing and delivering operational plans and outcomes for a large portion of the business.
• Develop the tools for the strategy/roadmap to address immediate gaps and issues across the Operations Support team and support new product/process initiatives.

Design and Conceptualisation

• Lead a collaborative digital (workforce tools, for example IEX) product/service design process by gathering historical data as well scenario planning across all product/service portfolios to define a design system that is viable and scalable, and which strengthens the brand. Lead a cross-portfolio, multidisciplinary team that contributes to the evolution of the system.
• Build and enable voice capability that  continuously monitor, enhance and leverage the capabilities of the Telephony and Voice platforms.  
• Build the WFM process to cover multi-sites and multi-channel both inhouse and outsourced; create a model to forecast the volume and determine the workforce requirement.

Leadership and Direction

• Communicate the function's strategy and its relationship to the organisation's mission, vision and values; clarify the actions needed to implement it within the area of responsibility; motivate people to commit to these and to doing extraordinary things to achieve the organisation's business goals.

Performance Management

• Develop and drive critical metrics and goals and establish performance indicators against company goals for each team (Voice, WFM and Dialler Management). Set appropriate performance objectives for direct reports and hold them accountable for achieving these; take appropriate corrective action where necessary to ensure the achievement of annual business objectives.

Operational Compliance

• Ensure that business activities within a significant area of responsibility comply with relevant external regulatory and/or voluntary codes and with internal policies to minimise business risk and protect the reputation of the organisation.
• Establish and drive contact centre best practice alignment in all Voice, WFM and Dialler Management teams.

Work Scheduling and Allocation

• Develop medium or long-term work schedules that enable the organisation to achieve its business goals. Involves coordinating across multiple teams.
• Work with each business unit to build schedules and administrate the shift allocation including schedule swap and shift.

Organisational Capability Building

• Evaluate the capabilities of staff within the department to identify gaps and prioritise development activities. Implement the organisation's formal development frameworks within the area of responsibility. Coach and mentor others to support the development of the organisation's talent pool.
• Drive employee engagement and an inspiring culture within the team. Create an environment where people can excel through accountability, inspiration and empowerment.

Data Collection and Analysis

• Use data from a wide range of sources to analyse key themes and identify possible impacts on the business.

Insights and Reporting

• Set and lead execution of the data and analytics reporting plan, creating strategies and templates to report data in a meaningful way. Create, present, and communicate high-impact data and analytics insights and recommendations to critical internal and external stakeholders.

Project and Program Stakeholder Engagement

• Plan and deliver stakeholder engagement activities to develop effective project working relationships and to ensure that stakeholder needs and concerns are identified and met.
• Work closely with the WFM, Dialler and Customer Management teams in order to ensure synergies. 
• Ensure two-way open communication throughout the organisation. This includes keeping partners informed of program status and ensuring coordination of activities.

Education

• University degree in related field (Essential)  (Required)

Experience

• 10 or more years’ experience working in the Contact Centre operational role (Essential). 6 to 10 years experience in a management or leadership position, ideally with previous experience working in a Contact Centre operational role (Essential)