Workforce Manager

Job Description

Here’s a chance to dive into the action as a Workforce Manager in our top-notch Contact Centre in Cape Town!

As the Workforce Manager, you’ll be the maestro behind the scenes, orchestrating productivity for our amazing customer support team. Your mission? Assess, analyze, and report on employee productivity at individual, inter-departmental, and department group levels.

If you’re ready to bring your A-game to the internal hustle and bustle of the Contact Centre, this role’s got your name written all over it!

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