Job Description
The purpose of this position is to assume responsibility for the forecasting, planning and resourcing function within our campaigns, as well as the management of a team of Planners, Schedulers and Real Time Administrators (RTA). The purpose of this role is to optimize the manner in which our workforce is utilized in order to drive efficiency and reduce resource costs.
This role will also be required to provide input as well as advice into all RFP, RFI and Solution Presentations for future clients At least 5 years’ workforce management / scheduling experience, including people management experience
2 years’ managing others and/or experience in Workforce Management. Expert level understanding of Workforce management principles such as Erlang C etc.
Extensive experience with planning, scheduling and forecasting within the contact center environment
Both inbound and outbound
Across Multi / Omni Channel environments
Comfortable and quick working in PPT, MS-Excel
Experience with Workforce management Tools:
Workforce management software
requirements management tools or project management software such as MS Project
Experience working with:
FTE based workforce models
Outcomes based workforce models
Variety of Telephony platforms (Avaya, Presence, Cisco etc.)
Variety of Workforce Management tools (Totalview, Blue Pumpkin, Aspect etc.)
Experience in activities related to:
Workforce Optimization
Cost to Serve reduction
Workforce modelling and solutioning
Forecasts call volume demand and other contact demand volume and manages scheduling of sufficiently skilled staff based on historical and anticipated volume across all clients both short-term, medium-term and long-term.
Moderates use of Paid Time Off, leaves of absence and communicates serves as liaison to Staff Accountant/HR Assistant regarding appropriate communication of agent use.
Monitors real time contact volume both call and email/chat support and associated service levels and staffing requirements.
Trends real time call arrival patterns and adjusts staffing accordingly.
Identify call routing anomalies using real time monitoring applications.
Oversees and maintains the Workforce Management (WFM) Platform / System
Identifies real time call volume interruptions and system outages that impact contact center performance.
Escalates contact center interruptions to appropriate business continuity leaders in a timely fashion.
Conducts forecasting, creates staffing schedules, and monitors real time for schedule adherence Reporting:
Compiles monthly reports the daily/monthly call center statistics.
Report on workforce management plan
Identifies risks and reports finding to various stakeholders
People Management
Qualifications
Matric / Grade 12 or international equivalent Call Centre Maths Industry relevant training courses, including WFM processes, terminology and tools
3 Years in a leadership role within WFM
3-5+ years of experience performing RPM functions (capacity planning, forecasting, scheduling, real-time management) in a multi-site contact center environment preferred
Strong experience with Workforce Management software (eWFM, IEX, Verint, etc.) that includes forecasting, scheduling, real-time adherence functionality More than 2 years’ experience working within the BPO sector
More than 3 years’ experience working in a management role
Additional Information
