Workforce Manager at EXL South Africa

Job Description

• Generates month-wise, day-wise and interval-wise forecast incorporating historical trends and other factors such as special events, seasonality, chum or growth, weather etc.
• Runs short term forecast and re-forecast/adjust future volume projections as needed to ensure optimum staffing always.
• Creates, maintains and updates the Capacity plan and ensures that staffing requirements, seat requirements and logistics are being delivered while balancing cost and performance.
• Generates/reviews schedules accordingly to meet the business requirements enabling superior customer service.
• Provides leadership and supervision to a highly engaged and self-sufficient team of WFMs, ensuring that all SLAs are met across accounts.
• Drives high client satisfaction by managing service levels situations and providing staffing, scheduling and Real-Time Adherence solutions.
• Protects the organization’s assets through upholding the principles of Quality Information Security Management System.
• Serves as the main point of contact for all WFM concerns.

Responsibilities

• Reviews and amends the long term and short-term forecasts, schedules, and reports while ensuring accuracy and timelines of delivery.
• Ensures workforce management process and procedures are in place and followed.
• Conducts performance appraisals of direct reports periodically.
• Monitors daily, weekly, monthly and the annual center performance and alerts management of any discrepancies or issues around it.
• Monitors daily performance of forecasts and schedules against actual metrics within the center and applies changes to future plans.
• Plans, directs, supervises, and evaluates forecasting and scheduling workflow.
• Assists in the implementation of a Workforce Management System within the organization to enable effective management of shifts and work patterns.
• Perform routine audits of call center reports to ensure accuracy and integrity is maintained.
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organizations business functions.
• Able to analyze call center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation.
• Proactively collaborates with other departments to identify opportunities for improvement and provides input on performance.
• Ensures regular coaching, feedback and recognition is being done with the direct reports.

Qualifications

• Excellent skills in forecasting, scheduling and real-time time management a must
• Strong organizational skills to ensure critical timelines are met
• Accuracy and attention to details a must in this role
• Strong presentation skills
• Detail oriented with ability to deliver project deliverables with little supervision
• Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels
• Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized
• Demonstrate analytical, organizational, problem solving and creative thinking skills
• Respond positively to change, embracing and using new practices or values to accomplish goals and solving problems
• Flexible and willing to work in shift schedules and during weekends.