Vacant Jobs at Huntswood

Job Description:

• Design and deliver our WFM solutions in line with Huntswood’s strategic

Objectives

• Build and lead a high performing WFM team, supporting client delivery
• Shape and deliver world-class WFM solutions that meet the needs of our clients
• Proactively identify opportunities to improve the commercial performance of the business through optimizing workforce planning strategies
• Take responsibility for the recruitment, leadership, management, quality of output, client delivery and development of the WFM team
• Maintain a focus on WFM industry developments and ensure that Huntswood is positioned to take full advantage of new technology, processes and strategies for the benefit of our clients
• Be an ambassador for Huntswood across the industries in which Huntswood operates
• Contribute to wider business development initiatives and support proposals for group wide projects and client opportunities
• Work closely with the business development and technology teams to ensure we deliver the appropriate solution to meet client needs
• Support solution selling and deal closing as required by the business development team

Kep Performance Indicators:

• Delivery of our client KPIs including specific SLAs
• Client satisfaction with WFM delivery
• Efficient resource utilization including absence, attrition, conformance, adherence and B2P
• Development of good working relationships with other key stakeholders within the business to ensure a joined up and collaborative approach evidenced by positive feedback
• Ensuring staff are annually appraised and provided with development opportunities in line with their own PDPs and wider Huntswood objectives

Min Requirements:

• Experienced WFM Director working in a BPO environment at an executive level for at least 3 years
• Comprehensive experience of full end to end WFM lifecycle - ranging from long term, strategic planning through to short term, real time planning

Essential Skills:

• Highly numerate with outstanding analytical skills
• Experience of working with a range of WFM tools and a detailed understanding of the capabilities and opportunities they can provide
• Proven people leader, experience of building & leading high performing WFM teams
• Experienced client facing Director with significant experience of engaging clients at an executive level
• Experience of onboarding new clients through the WFM life cycle and set up
• Strong commercial capability with an ability to understand the P&L dynamics at a client level
• Demonstrates personal ownership with a ‘can do’ approach
• Proven ability to influence across a broad range of stakeholders
• Strong communication skills that allows operational complexities to be translated into simple and concise messaging
• Experience of dealing with clients at an Executive level to form strong relationships and allow the identification of client growth opportunities
• A strong track record of leading teams and creating a culture of development to deliver a high performing function
• Experience of translating operational requirements into successful delivery solutions
• Willingness to listen to others and encourage creative ideas
• Strong project management and organisational skills

go to method of application »

Job Responsibilities:

• Monitor and manage contact centre demand across all campaigns daily.
• Balancing activities / staffing to ensure that service levels are being met, including management of skills and invoke agreed plans to utilise the capacity and maximise productivity
• Analyse and review intraday performance
• Complete route cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
• On the day schedule optimization to meet desired service levels and providing feedback to relevant stakeholders of impact to service levels, along with suggestions.
• Understand and report on call drivers, working closely with the operational team to understand reasons for customer contact
• Highlight any non-compliance to the relevant stakeholders
• Assist in co-ordination of any on the day offline requirements,
• Monitor the real-time adherence of all advisors on all sites in line with schedules
• Work with the Operational management to ensure that the real-time management of the advisor groups is at an acceptable level
• Complete all hourly & daily reports as set out by the Line Managers with accuracy
• Maintain and update the WFM system with daily exceptions and attendance
• Ensure that all service affecting incidents are documented and reported
• Deal efficiently and accurately with internal client queries
• Assist in the achievement of operational targets through real time monitoring and schedule amendments to maximize service delivery and productivity.

Job Requirements:

• Grade 12 or equivalent NQF4 level qualification
• Minimum of 12 months experience working within a Call Centre of a large operation 
• Relevant Tertiary qualification preferred
• A minimum 2 years workforce planning analyst role is imperative
• Previous experience on a WFM Tool 
• MS Excel Proficiency

go to method of application »

Job Responsibilities

• Production of forecasts, including workload, resource requirements and resource planning in support of financial and operational targets based on historical trends.
• Reviewing the accuracy of forecasts on an on-going basis ensuring minimum variance
• Complete trend analysis to understand reasons for customer contact/ changes in demand & workload, and present findings along with recommendations regularly to the relevant stakeholders
• Production of timely and effective advisor and team-based schedules optimized to meet business needs for quality and efficiency, and to accommodate for Contact Centre drivers.
• Production of Interval, Daily and Weekly and Monthly Staffing Plans including all assumptions against requirements (IDP’s)
• Assist in the achievement of operational targets through schedule optimization to maximise service delivery and productivity.
• Balancing activities / staffing to ensure that service levels are being met and invoke agreed plans to utilise the capacity and maximise productivity
• Provide accurate and timely pre and post impact assessments of proposed business or operational changes affecting the Contact Centre workload or service.
• Identifying overtime requirements and approval of annual leave in accordance with forecasts and communicated in a timely and effective manner to the Contact Centres and highlighted recruitment needs when required.
• Ensure that all service affecting incidents are documented and considered within the planning cycle
• Assisting in the successful implementation of WFM and its supporting process across the campaign.
• Presentation of schedules, IDP’s, forecasts and analytics within internal and external meetings
• Deal efficiently and accurately with internal & external client queries
• Supporting team members and the organization with all WFM related tasks in the absence of their WFL serving as the subject matter expert

Job Requirements

• Effective decision-making skills
• Minimum of 12 months experience working within a Call Centre of a large operation,
• A minimum of 6-12 months within in a Planning analyst role
• Grade 12 or equivalent NQF4 level qualification – English and Maths essential
• Strong MS Excel Experience
• Previous experience on a WFM Tool