Assistant Manager - WFM (planner) at WNS Global Services

Job Description

This planner role will be responsible for managing short and long term forecasting for the operational contact centre. Ensure strategic goals are met through forecast modelling, collaborative planning, effective communication, while insuring forecast alignment with strategic goals.

•  Ensuring the operation works within given ratios and staffing level budgets
•  Provide support to the team and operations
•  Highlight and flag risk areas

KEY RESPONSIBILITIES:

•  Formulate recommendations based upon analysis, data and input from users and departmental management.
•  Ensure regular review of key people metrics; utilisation & shrinkages, commitment, AHT
•  Strong organizational skills, follow-through and demonstrated ability to multitask and meet deadlines
•  Strong Analytical and Problem solving skills. Proven experience analysing, interpreting and summarizing complex data as it relates to call centre technologies.
•  Establishes a statistical baseline forecast for all Departments. Provides clear communication of the forecasted workload, changes, assumptions, inputs, etc to the Sr. Leadership team.
•  Appropriately forecast and account for growth due to seasonal variations and special events.
•  Responsible for updating statistical info into WFM modelling software
•  Ensure data held is compliant with DPA policies and sharing of any staff data is closely monitored and controlled.
•  Develop and support team to ensure clarity of role and strong skills required to complete tasks
•  Correct booking of segments (billable purposes)
•  Processing terminations on E-exit

Qualifications

• Minimum of 5 years’ experience in a Call Centre environment with at least 1 of those years in a Planning / Forecasting capacity or assisting
•  Must be proficient in MS Excel, and have a solid background in all MS Office products.
• Knowledge SQL Server Management a plus preferable
•  Knowledge and experience with call flow technologies and strategies• Experience presenting reports, forecasts and recommendations to the team and senior management.

Experience Required

•  Minimum 3 years call centre experience
•  Understanding of call centre metrics
•  Understanding of workforce management metrics and methodology
•  Excellent communication skills
•  Excellent report writing skills
•  Determination to achieve high standards
•  Good decision-making skills
•  Willingness to be approachable and help team members
•  Performance management skills
•  Organisational skills
•  Ability to work well under pressure
•  Exceptional teamwork skills
•  Proven experience in driving HR and Operational processes

Additional Information
Essential

• Managing Change
• Problem Solving
• Planning & Organising
• Risk Management
• Financial Management
• Data Analysis

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Job Description
We are looking for professional, high performance individuals, with sound leadership and problem solving skills, to lead a team of Senior Associates to create a customer centric and high performance culture through, effective management of people, metrics and projects, with the objective of generating and the retention of business and revenue, through continuous improvement.

• Outbound - Sales to existing customers of CIS/CPS Adwords and Inbound Customer Service. Role –
• To Manage team of 15-20 associates and achieve quarterly sales targets.
• Daily activities include Data analysis, performance management, coaching and feedback of associates along with designing action plan to improve metrics. Absenteeism control and Attrition management needs to be done on daily basis.

Key Responsibilities Areas:

People

• To engage and support staff to achieve all KPI’s, through effective coaching, performance management, and to develop career progression through internal development programmes.

Stakeholder Management

• To ensure successful delivery of any project, programme or activity by engaging with an individual, group or organisation that will be affected by a programme.

Analytical

• To practice due diligence when interpreting and reporting of data, as well as to improve team performance and processes through insights which supports the overarching objective of a customer centric environment.

Financials

• To maintain productivity by ensuring all staff adhere to schedules while managing IR and payroll queries efficiently.

Qualifications

Matric
Additional Information

• ·A proven track record of delivering against client, customer and business outcomes
•  More than 3 years’ experience working in a management role

Behavioural Traits Required

• Communication and written skills
• Problem solving
• Analytical Thinking
• Conflict Management
• Strategic Thinking
• Time Management

Job-Related Knowledge, Competencies & Skills Required

• HR Process Knowledge
• Stakeholder Management
• Report writing
• Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook)
• Management skills
• Good understanding of the BPO industry