Workforce Manager at Mukuru

Duties and Responsibilities (Include but is not limited to):

• Define workforce management/workforce optimization
• Identify the characteristics that makes staffing challenges unique
• List possible sources of planning data
• Identify processes for data collection
• Describe process of data cleansing and adjustments
• Identify business factors that has an impact on call volumes and patterns
• Describe contact routing options and the impact it has on data collection and forecasting
• Describe the implications of overstaffing and understaffing
• Define the purpose and process of forecasting
• Calculate trend rates using historical data
• Identify seasonal factors for monthly forecasts
• Describe the impact of special events on the forecast
• Identify handle time and incorporate into the forecast of workload
• Calculate daily and half-hourly workload patterns
• Identify forecasting short-cuts and when to use them
• Identify the impacts of cycles and campaigns on the workload forecast
• Assess, analyze, and report on employee productivity
• Determine how best to utilise the productivity and skills of each employee using the techniques and theories of workforce management
• Ensure the right amount of people is scheduled for each channel, per hour, day, week and month
• Define the data gathering and analysis that serves as the foundation of the forecasting process
• Develop both long- and short-term forecasts of workload
• Perform general people management functions
• To manage own professional and self-development

Key Requirements:

• Grade 12 or equivalent (Essential)
• Degree / Diploma in relevant field (Advantageous)
• 4+ years of experience in a contact center environment
• 3+ years previous experience in a Workforce management
• 3+ Years in data analytics
• Capacity Planning experience is preferred
• Expert understanding of overall operational activities including phone, email, chat, community and social media support
• Knowledge of workforce management tools
• Knowledge of forecasting and schedule creation
• Knowledge of real time adherence and decision making
• Knowledge of Performance Analysis/Metrics

Additional Skills:

• Computer literate (MS Office)
• Written & verbal communication skills
• Problem solving
• Judgment and Analysis
• Team Player
• Interpersonal skills
• Presentation skills
• Ability to communicate at all levels
• Technical skills