WFM Administrator at TFG (The Foschini Group)

Your main responsibility would be to:

• Real-time monitoring of adherences to schedules.
• Report on out of line situations.
• Keep track of management feedback.
• Update short-notice leave and sick leave on WFM database/systems.
• Evaluate and update schedule trades.
• Approve discretionary request according to set business rules.
• Communicate and track changes within WFM.
• Report on impact of actions in daily review.
• Adhere to set process to identify out of line situations.
• Compliance to agreed escalation process within WFM/Operations.
• Keep record and supporting evidence of out of line situations.
• Update WFM dashboard reporting to communicate key workforce metrics to staff and management.
• Report indentified intra-day risks to management and WFM team.
• Adherence to company policies, procedures and work standards within the relevant functions

As an ideal candidate you will need:

• Grade 12 or equivalent
• Minimum 2 years Contact Centre Experience (Essential)
• Minimum 1 year Team Leader Experience (Preferable)
• A basic understanding of the Basic Conditions of Employment (Preferable)
• Basic knowledge of Call Centre Operational processes
• Computer Literate
• Intermediate Excel knowledge