- To ensure that Quality Assurance is applied in an independent, objective, and neutral manner.
- To contribute significantly to providing recommendations on improvement to Operations, contribute to the reduction of business risk and manage the escalation of potential complaints
- Improving the quality of call center agents calls, emails, data capture and overall performance for the customers experience
- A minimum 5 8 years' Workforce Management experience, preferably in contact centers
- A minimum 3 5 years management experience
- Extensive experience with planning, scheduling, and forecasting within the contact center environment across Omni channel environment.
- Expert level understanding of Workforce management principles such as Erlang C
- Solid understanding needed of contact center processes and SLAs.
- Strong knowledge & experience working with FTE based workforce models & outcomes-based workforce models.
- Experience with managing stakeholders of various levels within an organization
- Strong knowledge & experience of various contact center telephony platforms, workforce management tools
- Experience with Excel at Advanced Level
- Ensures that regulatory compliance is achieved on an ongoing basis to prevent financial loss to the client or company.
- Maintaining strong overall quality control of service and process outlined by the company adhering to reliability, performance and customer expectation
- Conduct audits upon request and provide feedback to managers in times of risk and client concern.
- Ensure customers are confident that they are dealing with a company where the fair treatment of customers is central to the firm culture.
- Ensure quality is consistent and improves within the operations in collaboration with line managers and the learning and development team.
- Communicate the identified gaps in current quality delivery and performance
- Manage, motivate, coach and develop where needed to optimize performance.
- A Degree or Diploma in Business Studies/Management or Equivalent NQF Level 6/7 Qualification. Or a minimum of 4 years' experience in the same position
- SQL (SSIS, SSRS, SSAS, SSMS)
- Provide the Operations with a volume & resource forecast and support Operations in SLA & resource decision making.
- Optimize the way our workforce is utilized in order to improve our customer service, drive efficiency and reduce resource costs.
- Formulate Agent schedules in consultation with resource managers within agreed timeframes and in line with Contact volumes, Average Handling Times and shrinkage assumptions.
- Analyse and recommend business directions while considering the impact to the overall customer experience.
- Conduct monthly/ weekly WFM meetings with business units to review forecast, schedules and provide operational improvement recommendations.
- Ensure that rollout of UWFM to all business units.
- Administration of over-time as governed by scheduling process.
- Execute reporting packages for agents and teams that provide them with the analysis to improve their key performance indicators (AHT, Schedule Adherence etc.) and supports business growth & operational improvement initiatives.
- Develop, deliver and present the long-term Capacity Plan monthly to Innovation Group Operations
- Deliver weekly, monthly, and annually staff requirements for Innovation Group business units.
- Perform monthly, annual, and 3-year head count and metric forecasting for Innovation Group.
- Maintain a rolling 6 forecast explaining metrics and staffing requirements.
- Build statistical models based on historical data, probability, and upcoming drivers.
- Maintain and analyze historical data within modelled databases including maintaining accurate seasonal factors, holiday factors, etc.
- Track historical Human Capital, attrition rates, movement between business units, training requirements, Human Capital requirements, new hire classes.
- Execute approved staffing requirements from capacity plans meeting and deliver hiring strategies to all business units, training and recruiting.
- Records all attrition, absenteeism, leave, sickness, lateness, planned off phone activities and overtime
- Lead and inspire cross-functional teams by leveraging excellent collaboration skills.
- Effectively manage, motivate the team and ensure development and coaching is conducted.
- Manage a Team of Real Time Administrators to meet and drive business objectives.
- Develop a high performing team by embedding formal performance development and informal coaching. Encourage frequent knowledge sharing between team members.
- Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
- Establish and maintain a succession plan for the team..
- Create effective workforce and recruitment demand plans to ensure that current and future business requirements can be met.
- Review and update the departments organization structure and role description on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member.
- Approve leave requests for team members and create leave plan to ensure adequate coverage.
- When required, initiate disciplinary processes for team members calling on support from Human Capital when required.
- Resolve grievances raised by team members and escalate only if required.
- Address poor performance of any team member through the formal Performance Improvement programme and ensure that continued poor performance is appropriately dealt with.
- Motivate team members and ensure that their efforts are recognized.
- Create a culture of ownership and accountability throughout the organization in support of our values
Applications Close Date 23 Apr 2024
Visa - Right To Work
Target Start Date 1/6/2024
Description
- To ensure that Quality Assurance is applied in an independent, objective, and neutral manner.
- To contribute significantly to providing recommendations on improvement to Operations, contribute to the reduction of business risk and manage the escalation of potential complaints
- Improving the quality of call center agents calls, emails, data capture and overall performance for the customers experience
- A minimum 5 8 years' Workforce Management experience, preferably in contact centers
- A minimum 3 5 years management experience
- Extensive experience with planning, scheduling, and forecasting within the contact center environment across Omni channel environment.
- Expert level understanding of Workforce management principles such as Erlang C
- Solid understanding needed of contact center processes and SLAs.
- Strong knowledge & experience working with FTE based workforce models & outcomes-based workforce models.
- Experience with managing stakeholders of various levels within an organization
- Strong knowledge & experience of various contact center telephony platforms, workforce management tools
- Experience with Excel at Advanced Level
- Ensures that regulatory compliance is achieved on an ongoing basis to prevent financial loss to the client or company.
- Maintaining strong overall quality control of service and process outlined by the company adhering to reliability, performance and customer expectation
- Conduct audits upon request and provide feedback to managers in times of risk and client concern.
- Ensure customers are confident that they are dealing with a company where the fair treatment of customers is central to the firm culture.
- Ensure quality is consistent and improves within the operations in collaboration with line managers and the learning and development team.
- Communicate the identified gaps in current quality delivery and performance
- Manage, motivate, coach and develop where needed to optimize performance.
- A Degree or Diploma in Business Studies/Management or Equivalent NQF Level 6/7 Qualification. Or a minimum of 4 years' experience in the same position
- SQL (SSIS, SSRS, SSAS, SSMS)
- Provide the Operations with a volume & resource forecast and support Operations in SLA & resource decision making.
- Optimize the way our workforce is utilized in order to improve our customer service, drive efficiency and reduce resource costs.
- Formulate Agent schedules in consultation with resource managers within agreed timeframes and in line with Contact volumes, Average Handling Times and shrinkage assumptions.
- Analyse and recommend business directions while considering the impact to the overall customer experience.
- Conduct monthly/ weekly WFM meetings with business units to review forecast, schedules and provide operational improvement recommendations.
- Ensure that rollout of UWFM to all business units.
- Administration of over-time as governed by scheduling process.
- Execute reporting packages for agents and teams that provide them with the analysis to improve their key performance indicators (AHT, Schedule Adherence etc.) and supports business growth & operational improvement initiatives.
- Develop, deliver and present the long-term Capacity Plan monthly to Innovation Group Operations
- Deliver weekly, monthly, and annually staff requirements for Innovation Group business units.
- Perform monthly, annual, and 3-year head count and metric forecasting for Innovation Group.
- Maintain a rolling 6 forecast explaining metrics and staffing requirements.
- Build statistical models based on historical data, probability, and upcoming drivers.
- Maintain and analyze historical data within modelled databases including maintaining accurate seasonal factors, holiday factors, etc.
- Track historical Human Capital, attrition rates, movement between business units, training requirements, Human Capital requirements, new hire classes.
- Execute approved staffing requirements from capacity plans meeting and deliver hiring strategies to all business units, training and recruiting.
- Records all attrition, absenteeism, leave, sickness, lateness, planned off phone activities and overtime
- Lead and inspire cross-functional teams by leveraging excellent collaboration skills.
- Effectively manage, motivate the team and ensure development and coaching is conducted.
- Manage a Team of Real Time Administrators to meet and drive business objectives.
- Develop a high performing team by embedding formal performance development and informal coaching. Encourage frequent knowledge sharing between team members.
- Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
- Establish and maintain a succession plan for the team..
- Create effective workforce and recruitment demand plans to ensure that current and future business requirements can be met.
- Review and update the departments organization structure and role description on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member.
- Approve leave requests for team members and create leave plan to ensure adequate coverage.
- When required, initiate disciplinary processes for team members calling on support from Human Capital when required.
- Resolve grievances raised by team members and escalate only if required.
- Address poor performance of any team member through the formal Performance Improvement programme and ensure that continued poor performance is appropriately dealt with.
- Motivate team members and ensure that their efforts are recognized.
- Create a culture of ownership and accountability throughout the organization in support of our values
Applications Close Date 23 Apr 2024
Visa - Right To Work
Target Start Date 1/6/2024
