About this role
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
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 organizations 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 ***