Workflow Manager (E-Commerce) at Black Pen Recruitment

Job Description
As Workflow Manager you will be responsible for volume forecasting (email and content), capacity planning (headcount) and network volume distribution across community moderation globally. You will also be expected to drive productivity and cost-efficiency by systematically challenging operations teams globally.
Due to the virtual nature of the position the company requires candidates to meet their internet requirements which are to have a dedicated 10MB Uncapped Fiber or ADSL line (LTE lines are not eligible for this role). Candidates should also have a suitable work from home environment or dedicated works space at home.
Job Type: Full Time
Salary + Benefits
Preferred Qualifications:

• Bachelor’s Degree
• Expertise in the use of technical/statistical tools to drive process improvements
• Capacity planning experience
• Previous experience in workflow or similar function
• Have lead initiatives at team/skill/site level

Requirements:

• South African Citizen / Permanent Resident / Holder of legal right to work in South Africa
• 3-5 years of management experience in a fast-paced, rapidly changing operations environment or 7+ years experience as a Capacity planner or Workforce Scheduler
• Experience in leading teams
• Graduate degree in engineering, operations, supply chain management or a related field
• Knowledge of workflow concepts and its applications
• Analytical and quantitative skills
• Advance expertise in Microsoft Excel Formulae etc.
• Excellent verbal and written communication skills
• High attention to detail with the capability to lead multiple, challenging priorities simultaneously while in a high-pressure, high-risk environment
• Ability to effectively communicate with stakeholders should have interest & ability to work on process-improvements initiatives and projects
• A strong analytical background to analyze and standardize workflow activities across a team. 
• Experience in a wide range of problem-solving situations, ranging from short term to strategic to decisions requiring the use of data collection and analysis. 
• Superb business judgment, with a track record of successful relationship management, with experience generating and managing plans, reports, and analyses. 
• Must be able to work autonomously in a highly demanding and often ambiguous environment, with strong attention to detail and exceptional organizational skills.

Responsibilities:

• Managing the team that executes short/long term capacity plans by aligning actual staffing to forecasted requirement. 
• Leading and managing a team of analysts 
• Ensuring staffing accuracy in the internal network for service level delivery. 
• Strong initiative, team leadership, project management and quantitative skills are imperative, as well as the ability to lead and grow top-notch people. 
• Work in lock-step with CS Operations, Business and Finance teams
• Coordinate with Operations, HR, Recruitment, Training and Facilities to execute short term and long term capacity movements
• Mitigate capacity risks
• Manage the analyses of daily, weekly, and monthly reporting of network performance via Key Performance Indicators globally
• Managing Workflow and Capacity planning related projects

We are looking forward to hearing from you soon!