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  • Posted: Jan 31, 2025
    Deadline: Not specified
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    We are Huntswood. The people who put partnership first. A trusted team with the insight, expertise, and pace to create better outcomes for our clients, their customers, and the communities they are a part of. We deliver resourcing, outsourcing and advisory services from complaints to customer service, remediation to resilience – bringing together th...
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    WFM Director

    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 »

    Real Time Analyst (Durban & CPT)

    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 »

    Planning Analyst (Durban)

    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

    Method of Application

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