Job Location : Western Cape, Cape TownDeadline : April 27, 2025Quick Recommended Links
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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
- 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)
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