Assistant Store Manager

Cash Crusaders; Durban; On-site; ZAR 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a skilled Workforce Management professional with a strong background in the BPO sector. This role requires a dynamic leader who can manage teams effectively while ensuring optimal performance metrics and compliance standards are met. The ideal candidate will have hands-on experience in capacity planning, client management, and stakeholder engagement, along with excellent communication skills. Join a forward-thinking company where your contributions will directly impact operational success and team dynamics, making a significant difference in a fast-paced environment.

Qualifications

• Minimum 2 years in BPO WFM as Team Lead or Assistant Manager.
• Experience in generating Long Range Forecasting and Capacity Planning.

Responsibilities

• Manage team performance and adherence to schedules.
• Generate forecasts and reports for call center metrics.
• Ensure compliance with data accuracy and operational standards.

Skills

Workforce Management

Team Leadership

Client Management

Stakeholder Management

Communication Skills

Analytical Skills

Education

Grade 12

Post-matric qualification in similar field

Tools

MS-Office

Power BI

Job description

Responsibilities

• The Ideal candidate should have Workforce Management experience from BPO industry.
• Should be working either as Team Lead or Assistant Manager in BPO WFM department for a minimum of 2 years.
• Should have managed a team.
• Should have knowledge/hands-on experience in generating Long Range Forecasting and Capacity Planning.
• Excellent communication skills in oral and written.
• Should have experience in Client and Stakeholder management.
• Should have good Knowledge of MS-Office and Power BI.
• Should have good Knowledge of Budgeting and other metrics.
• Should have in-depth understanding of the various call center metrics and their impact on each other.
• Should be able to understand, manage, and report metrics like Service Level, Occupancy, Attrition, Shrinkage, Staffing, etc.
• Managing Shrinkages, Schedule & Break adherence.
• Escalating deviation to the planned schedules.
• Initiating proactive alerts related to performance.
• Publishing intraday snapshots/reports.
• Informing Operations of mitigation plans.
• Managing exceptions.
• Stakeholder Management.
• Ensuring that Compliance standards are met regarding Data, reports accuracy.
• Ability to interpret correspondence and intended outcome accurately.
• Demonstrate high standards of personal performance.
• Proven track record of delivering results and leading teams in a dynamic business environment.

Qualifications

Grade 12

Preferred post-matric qualification in similar field.