WNS

Global BPM and analytics services provider

Group Manager - Workforce Management

Business OperationsConfirmed live in the last 24 hours

Full-timeCape Town, South AfricaNo salary listedIn-person

About the Job

Requirements

Matric / Grade 12 or international equivalent.
Call Centre Maths.
Industry-relevant training courses, including workforce management processes, terminology, and tools.
Three years in a leadership role within workforce management.
Three to five or more years of experience performing real-time performance management functions—including capacity planning, forecasting, scheduling, and real-time management—in a multi-site contact center environment is preferred.
Strong experience with workforce management software, such as eWFM, IEX, and Verint, including forecasting, scheduling, and real-time adherence functionality.
More than two years of experience working within the business process outsourcing sector.
More than three years of experience working in a management role.
Ability to work flexible hours.

Responsibilities

Manage the Planning team and all facets of short- to medium-term planning, including forecasting, scheduling, and other operational activities, while adjusting resources to meet business objectives.
Develop people.
Engage with Operations.
Analyze agent and skill trends.
Support employee engagement and talent management.
Manage client relationships.
Innovate and share knowledge with Operations to drive improvements.
Manage incidents.
Conduct intraday capacity planning.
Provide workforce management recommendations and analyze backfill and attrition trends.
Solve problems and plan and organize work.
Manage risk and finances.
Analyze data and maintain attention to detail.

Job Description

To manage the Planning team and all facets of the short term to medium term planning such as forecasting, scheduling and other operational activities while adjusting resources to meet business objectives.

People Development
Engagement with Operations
Agent & Skill Trend Analysis
Employee engagement
Talent management
Client Relationship Management
Innovation and Knowledge sharing with Operations in improving
Incident Management
Intraday Capacity Planning
WFM recommendations, Back fill and Attrition trends
Problem Solving
Planning & Organizing
Risk Management
Financial Management
Data Analysis
Attention to detail
Must be able to work flexible hours

Qualifications

Matric / Grade 12 or international equivalent Call Centre Maths Industry relevant training courses, including WFM processes, terminology and tools
3 Years in a leadership role within WFM
3-5+ years of experience performing RPM functions (capacity planning, forecasting, scheduling, real-time management) in a multi-site contact center environment preferred
Strong experience with Workforce Management software (eWFM, IEX, Verint, etc.) that includes forecasting, scheduling, real-time adherence functionality More than 2 years’ experience working within the BPO sector
More than 3 years’ experience working in a management role

Additional Information

All your information will be kept confidential according to EEO guidelines.

WNS