Forecasting & Staffing Manager

EXL; Cape Town; On-site; ZAR 320,000 - 460,000; Full time

Job summary

EXL in Cape Town is seeking a Workforce Management professional to forecast demand, build capacity plans, and optimize staffing to meet service levels. You will schedule resources, perform real-time adherence, and adjust projections to maintain optimal operations.

The role leads a team of WFMs, ensuring SLAs across accounts and upholding information security and quality standards within WFM practices.

Responsibilities

• 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

Job description

EXL in Cape Town is seeking a Workforce Management professional to forecast demand, build capacity plans, and optimize staffing to meet service levels. You will schedule resources, perform real-time adherence, and adjust projections to maintain optimal operations.

The role leads a team of WFMs, ensuring SLAs across accounts and upholding information security and quality standards within WFM practices.