Workforce Manager, Contact Centre - Cape Town at Fidelity Services Group

Job purpose: 
 

• Responsible for the entire planning cycle and the management of team schedules, and the overall service delivery related to the Workforce Management function. 

 
Key Performance areas: 

People Management 

• Coaches the team to ensure quality of delivery meets the appropriate standard 
• Measures and manages the team to ensure out-of-line situations are immediately addressed  
• Communicates information in a timely, accurate and understood manner to all team members  
• Ensures that all Human Resources policies and procedures are observed  

Workforce Planning  

• Reviews forecasted call volumes, average handling time and shrinkage to calculate the required headcount figure  
• Completes Agent schedules within agreed timeframes and in line with call volume, average handling time and shrinkage forecasts  
• Monitors adherence to schedule in line with operational processes  
• Assesses forecasting accuracy and put processes in place to optimise forecasting accuracy  
• Identifies and highlights trends impacting service delivery, and ensures remedial plans are incorporated into planning  
• Optimizes headcount requirements to reduce cost without impacting operational delivery  
• Analyses schedules and makes recommendations for improvement , including impact on budget 
   

Reporting and standardisation 

• Provides all management reports as required by the business  
• Meets regularly with Inland WFM manager to agree standard WFM and reporting processes and implement them on the operation 

 
Skills: 

• Analysis  
• Attention to detail  
• Oral and written communication (L2)  
• Planning and organizing (L3)  
• Technical expertise (L3) 

 
Knowledge: 

• Matric or equivalent 
• 2+ years workforce management experience , including people management experience  
• Computer literate (Excel – intermediate)