Description:
Overall Purpose of the Job: We are looking for a dynamic WFM to optimise staffing levels to meet customer demand while minimising costs and maximising employee satisfaction. This involves forecasting call volumes, creating efficient schedules, monitoring real-time performance, and analysing data to ensure the right number of agents with the necessary skills are available at the right times, ultimately contributing to improved customer service, manage projects and operational efficiency.
Key Responsibilities:
People Management
- Coaches the team to ensure quality of delivery meets the appropriate standard.
- Measures and manages the team to ensure out-of-line situations are immediately addressed
- Communicates information in a timely, accurate and understood manner to all team members
- Ensures that all Human Resources policies and procedures are observed
Workforce Planning
- Reviews forecasted call volumes, average handling time and shrinkage to calculate the required headcount figure
- Generate Agent schedules within agreed timeframes and in line with call volume, average handling time and shrinkage forecasts
- Monitors adherence to schedule in line with operational processes
- Assesses forecasting accuracy and put processes in place to optimise forecasting accuracy
- Identifies and highlights trends impacting service delivery, and ensures remedial plans are incorporated into planning
- Optimizes headcount requirements to reduce cost without impacting operational delivery
- Analyses schedule and makes recommendations for improvement, including impact on budget
- Real time monitoring
- Workforce supervisor application software training.
Reporting and standardisation
- Provides all management reports as required by the business
- Meets regularly with Inland WFM manager to agree standard WFM and reporting processes and implement them on the operation
- Understand formulas and able to draft detailed pivots and likewise reports
- Data mining/analysing
- Document process and procedures pertaining to applications training.
Minimum Qualifications and Experience:
- Matric
- Diploma advantageous
- 2+ years workforce management experience, including people management experience - advantageous
- Intermediate knowledge of CRM, IVR, ACD, dialler, and general customer management IT and telephony systems(OSCC)
- Call Centre experience
- Security experience
- Computer skilled and solid Microsoft Office Experience (Excel pivots / formulas for reporting)
Behavioural Competencies:
- Critical thinker with innovative problem-solving skills
- Familiar with traditional and modern processes
- Strategic mindset
- Growth mindset
- Excellent organisational and time management skills
- Very good command of the English language
- Meticulous attention to detail
- Good project management skills
- Communicate effectively with diverse personalities.
- Delivering results and meeting customer expectations
- Coping with pressure and setbacks
- Adapting and responding to change
- Relating and networking
We reserve the right not to make an appointment to any advertised position. Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team.
Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.
Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful
Requirements:
- Coaches the team to ensure quality of delivery meets the appropriate standard.
- Measures and manages the team to ensure out-of-line situations are immediately addressed
- Communicates information in a timely, accurate and understood manner to all team members
- Ensures that all Human Resources policies and procedures are observed
- Reviews forecasted call volumes, average handling time and shrinkage to calculate the required headcount figure
- Generate Agent schedules within agreed timeframes and in line with call volume, average handling time and shrinkage forecasts
- Monitors adherence to schedule in line with operational processes
- Assesses forecasting accuracy and put processes in place to optimise forecasting accuracy
- Identifies and highlights trends impacting service delivery, and ensures remedial plans are incorporated into planning
- Optimizes headcount requirements to reduce cost without impacting operational delivery
- Analyses schedule and makes recommendations for improvement, including impact on budget
- Real time monitoring
- Workforce supervisor application software training.
- Provides all management reports as required by the business
- Meets regularly with Inland WFM manager to agree standard WFM and reporting processes and implement them on the operation
- Understand formulas and able to draft detailed pivots and likewise reports
- Data mining/analysing
- Document process and procedures pertaining to applications training.
- Matric
- Diploma advantageous
- 2+ years workforce management experience, including people management experience - advantageous
- Intermediate knowledge of CRM, IVR, ACD, dialler, and general customer management IT and telephony systems(OSCC)
- Call Centre experience
- Security experience
- Computer skilled and solid Microsoft Office Experience (Excel pivots / formulas for reporting)
- Critical thinker with innovative problem-solving skills
- Familiar with traditional and modern processes
- Strategic mindset
- Growth mindset
- Excellent organisational and time management skills
- Very good command of the English language
- Meticulous attention to detail
- Good project management skills
- Communicate effectively with diverse personalities.
- Delivering results and meeting customer expectations
- Coping with pressure and setbacks
- Adapting and responding to change
- Relating and networking
26 Mar 2025;
from:
careers24.com