WFM Manager

Teleperformance; Gqeberha; On-site; ZAR 400,000 - 600,000; Full time

Job summary

A leading BPO company in Gqeberha is seeking a Workforce Management Manager to oversee planning, real-time management, and scheduling. The ideal candidate will have 3-5 years of experience in workforce management within a BPO. Strong analytical and Excel skills are essential for optimizing staffing levels to align with business objectives. This role involves collaborating with department managers and utilizing workforce management tools to ensure efficiency.

Qualifications

• 3-5 years of Workforce Management experience in a BPO.
• Expertise in Workforce Management tools.
• Experience working with outsourcers and stakeholders.

Responsibilities

• Forecast staffing requirements based on historical data.
• Create and oversee employee schedules.
• Monitor real-time staffing levels and adjust as needed.
• Build forecasting models and generate staffing KPIs reports.
• Collaborate with Recruitment and Training for staffing needs.

Skills

Workforce Management experience

Client interaction skills

Stakeholder engagement skills

Analytical skills

Advanced Excel skills

Education

Matric or equivalent

Tools

IEX

Verint

Genesys

Job description

Overview

As a Workforce Management (WFM) Manager, your primary responsibility is to ensure the efficient management of accounts and workforce. This includes overseeing Planning, Real-Time Management, and Management Information processes, scheduling, and resource allocation. You will analyze historical work patterns and forecast future demand to develop accurate workforce schedules, collaborating with department managers and team leaders to align staffing with business objectives.

You will monitor and adjust staffing levels based on real-time data, such as call volumes and customer demand, making tactical changes, coordinating overtime or training, and addressing unexpected changes impacting workforce availability.

You will generate reports and analyze workforce metrics to identify trends and areas for improvement, implementing strategies to optimize productivity and service levels.

Qualifications

- 3-5 years of Workforce Management experience

- Proven WFM experience in a BPO

- Client interaction and stakeholder engagement skills

- Matric or equivalent

Responsibilities

Key Responsibilities and Accountabilities

• Forecast staffing requirements by analyzing historical data and considering factors like call, chat, and email volumes.
• Create and oversee employee schedules, ensuring coverage during peak and non-peak times, considering employee availability, skills, and preferences, while complying with policies and labor laws.
• Monitor real-time staffing levels, adjusting schedules or reallocating resources as needed using workforce systems and tools.
• Build accurate forecasting models and generate reports on KPIs related to staffing and service levels to inform decision-making.
• Ensure sufficient capacity to handle workload demands, collaborating with operations to determine staffing needs.
• Work with Recruitment and Training teams to address staffing needs and skill gaps, supporting training program development.
• Identify process improvements and automation opportunities within workforce management functions.
• Utilize WFM systems like IEX, Verint, Genesys, and manage people and processes effectively, including data analysis with tools like Excel.
• Analyze data to identify trends and forecast staffing needs, applying statistical analysis and complex algorithms.
• Communicate staffing plans and coordinate with stakeholders, demonstrating strong presentation and collaboration skills.
• Ensure compliance with labor laws and regulations related to scheduling, overtime, and breaks.
• Collaborate with departments to align workforce strategies with business goals, ensuring effective communication of plans and performance expectations.

Competencies and Specific Skills

• Expertise in Workforce Management tools (6+ years)
• Advanced Excel skills for modeling and scenario planning
• Experience with virtual multi-skilled, multi-site customer centers
• Experience working with outsourcers and stakeholders
• Knowledge of ACD telephony systems
• Team management and coaching skills
• Problem-solving and decision-making abilities
• Leadership experience managing a team of analysts, schedulers, and planners
• FTE sizing experience
• Budgeting, time management, and effective communication skills
• Proficiency in Microsoft Office Suite
• Customer focus, influence, and personal effectiveness
• Teamwork, creativity, flexibility, and organizational skills
• Ability to work under pressure with accuracy
• Business awareness and leadership capabilities
• Strong stakeholder management and relationship-building skills
• Resilience, facilitation, and presentation skills
• Knowledge of KPI management and contract metrics
• Self-motivated with a positive attitude