Manager

JOB DESCRIPTION

Basic Functions

• Generates month-wise, day-wise and interval-wise forecast incorporating historical trends and other factors such as special events, seasonality, chum or growth, weather etc.

• Runs short term forecast and re-forecast/adjust future volume projections as needed to ensure optimum staffing at all times

• Creates, maintains and updates the Capacity plan and ensures that staffing requirements, seat requirements and logistics are being delivered while balancing cost and performance

• Generates/reviews schedules accordingly to meet the business requirements enabling superior customer service

• Provides leadership and supervision to a highly engaged and self-sufficient team of WFMs, ensuring that all SLAs are met across accounts

• Drives high client satisfaction by managing service levels situations and providing staffing, scheduling and Real-Time Adherence solutions

• Protects the organization's assets thru upholding the principles of the Quality Information Security Management System

• Serves as the main point of contact for all WFM concerns

RESPONSIBILITIES

Develop strategies, manage resources, lead team meetings, and monitor performance metrics.

QUALIFICATIONS

Minimum Requirements

• Matric/ Grade 12

• Must be able to work US hours (Shifts between 1pm and 12am)

• Minimum of 5 years experience in workforce management

• Excellent skills in forecasting, scheduling and real-time time management a must

• Strong organizational skills to ensure critical timelines are met

• Accuracy and attention to details a must in this role

• Strong presentation skills

• Detail oriented with ability to deliver project deliverables with little supervision

• Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels

• Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized

• Demonstrate analytical, organizational, problem solving and creative thinking skills

• Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems

• Flexible and willing to work in shift schedules and during weekends

*** In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups and in line with EXL's EE targets ***