Basic Functions
•Generates month-wise, day-wise and interval-wise forecast incorporating historical trends and other factors such as special events, seasonality, churn 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 through upholding the principles of the Quality Information Security Management System
•Serves as the main point of contact for all WFM concerns
Essential Functions
•Reviews and amends the long term and short term forecasts, schedules, and reports while ensuring accuracy and timelines of delivery
•Ensures workforce management process and procedures are in place and followed
•Conducts performance appraisals of direct reports periodically
•Monitors daily, weekly, monthly and the annual center performance and alerts management of any discrepancies or issues around it
•Monitors daily performance of forecasts and schedules against actual metrics within the center and applies changes to future plans
•Plans, directs, supervises, and evaluates forecasting and scheduling workflow
•Assists in the implementation of a Workforce Management System within the organization to enable effective management of shifts and work patterns
•Performs routine audits of call center reports to ensure accuracy and integrity is maintained
•Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization's business functions
•Able to analyze call center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation
•Proactively collaborates with other departments to identify opportunities for improvement and provides input on performance
•Ensures regular coaching, feedback and recognition is being done with the direct reports
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.
