Workforce jobs in South Africa

Position: Manager- WFM

Location: South Africa

Employment type: Permanent

Job type: Full time

As an experienced Manager - WFM in this newly created role you will apply your deep expertise in business intelligence and advanced analytical skills to identify opportunities to leverage data and drive business value.

• Supervising other WFM
• Creation & management of schedules for different projects to ensure that we have the right resources at the right times for optimal delivery of customer experience
• Real-time monitoring & reporting of schedule deviations like breaks, absenteeism, late login, early logout and other schedule non-adherence
• Coordinate with outsourced sites on SL management and keep the WFM team updated
• Work on real-time tickets related to schedule change request, non-production request and associated GACD profile change needs
• Ensure that scheduling parameters are in line with business requirements, statutory obligations and individual schedule requirements
• Prepare and communicate daily handoff report to WFM leadership team on SL performance
• Recognize and initiate escalation process for systems outages and submit problem tickets to the hot desk; initiate appropriate tactics to ensure service levels achievement
• Serve as primary interface between WFM and Operations leadership to establish and strengthen a positive partnership

• Previous experience in an international BPO environment with ability to coordinate multiple projects and data simultaneously
• Direct experience as a workforce management for min. 10 years is mandatory
• Have good experience in Managing WFM Team
• Can do attitude and ability to deliver results in a fast-paced environment with minimum supervision
• Proven expertise knowledge with Aspect and / or IEX
• Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse multi-cultural environment
• Ability to adapt to change and maintain composure in critical situations; communicate clearly with both internal and external stakeholders
• High degree of ability to analyze data using the data to drive decision making and implement effective resolutions
• Qualifications in statistics, mathematics, computer science or another quantitative field are an advantage
• Advanced Excel skills; demonstrable experience building RTA tools or models in Excel or other platforms
• Fluent in English

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

Required Experience : Manager

• Restaurant Experience
• Customer Service
• Employee Evaluation
• Management Experience
• Math
• Employment & Labor Law
• Sanitation
• Leadership Experience
• P&L Management
• Mentoring
• Supervising Experience
• Restaurant Management

Employment Type: Full Time

Experience: years

Vacancy: 1