Assistant Manager - WFM

WNS Global Services; Durban; On-site; ZAR 200 000 - 300 000; Full time

Job summary

An established industry player seeks a dedicated Workforce Management professional with BPO experience. In this pivotal role, you will lead a team to optimize performance through effective forecasting, capacity planning, and stakeholder management. Your expertise in call center metrics will drive operational excellence and ensure compliance with data accuracy standards. If you thrive in dynamic environments and have a proven track record of delivering results, this is an exciting opportunity to make a significant impact in a fast-paced setting.

Qualifications

• 2+ years of experience in Workforce Management in BPO.
• Strong knowledge in forecasting and capacity planning.

Responsibilities

• Manage a team and ensure adherence to schedules.
• Generate forecasts and report on key call center metrics.

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 skill 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 and 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