Workforce Management (WFM) Manager

Cape Town - South Africa

Monthly Salary: Not Disclosed

Posted on: 18 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Summary

We are seeking an experienced WFM Manager / Analyst to lead our scheduling and forecasting efforts. The ideal candidate will optimize workforce productivity ensuring optimal staffing levels to meet service objectives while maintaining cost efficiency. You will act as a key partner in operational planning analysing performance and implementing scheduling strategies.

Key Responsibilities

Forecasting & Planning: Develop and maintain accurate call volume forecasts hiring plans and capacity plans.
Scheduling & Optimization: Create optimal agent schedules to meet service level agreements (SLAs) and manage time-off requests to ensure coverage.
Real-Time Management: Oversee real-time adherence to schedules adjusting staffing levels intraday to handle unexpected volume fluctuations.
Reporting & Analysis: Analyze and report on key performance indicators (KPIs) such as average speed of answer shrinkage occupancy and agent efficiency.
Team Leadership: Hire train and mentor a team of WFM analysts or specialists.
Systems Management: Maintain and configure the WFM software platform.
Stakeholder Collaboration: Partner with operations HR and IT to address staffing needs and implement process improvements.

Requirements

Required Qualifications

Experience: 3 years of experience in workforce management within a call centre/contact centre environment.
Tools: Proficient in WFM systems (e.g. Aspect NICE IEX Verint Tyme Shift Calabrio) and advanced Excel skills.
Skills: Strong analytical mathematical and data interpretation skills.
Communication: Excellent verbal and written communication skills for reporting to senior leadership.

Preferred Skills

Knowledge of Call Centre management best practices
Strong Functional analytical skills (budgeting costing etc.)
Strong Forecasting ability (including Chat and Text)
Process analytical skills in a call centre environment
Ability to create well organized accurate and concise material and work documentation for organizational use. Strong knowledge of Microsoft applications including Outlook Excel and Access with the ability to create and maintain data bases.
Strong hands-on knowledge of work force management tools and the ability to maintain them
Knowledge of Word and PowerPoint and the ability to use them to present to both internal and external

Qualifications

3 to 5 years of experience in workforce management experience in a Call Centre Operations environment.

Required Skills:

Required Qualifications Experience: 3 years of experience in workforce management within a call centre/contact centre environment. Tools: Proficient in WFM systems (e.g. Aspect NICE IEX Verint Tyme Shift Calabrio) and advanced Excel skills. Skills: Strong analytical mathematical and data interpretation skills. Communication: Excellent verbal and written communication skills for reporting to senior leadership. Preferred Skills Knowledge of Call Centre management best practices Strong Functional analytical skills (budgeting costing etc.) Strong Forecasting ability (including Chat and Text) Process analytical skills in a call centre environment Ability to create well organized accurate and concise material and work documentation for organizational use. Strong knowledge of Microsoft applications including Outlook Excel and Access with the ability to create and maintain data bases. Strong hands-on knowledge of work force management tools and the ability to maintain them Knowledge of Word and PowerPoint and the ability to use them to present to both internal and external Qualifications 3 to 5 years of experience in workforce management experience in a Call Centre Operations environment.

Job SummaryWe are seeking an experienced WFM Manager / Analyst to lead our scheduling and forecasting efforts. The ideal candidate will optimize workforce productivity ensuring optimal staffing levels to meet service objectives while maintaining cost efficiency. You will act as a key partner in oper...