Fidelity Services Group Workforce Manager, Contact Centre - Cape Town Jobs in South Africa

Fidelity Services Group Workforce Manager, Contact Centre - Cape Town Jobs in South Africa



Job purpose:
  • Responsible for the entire planning cycle and the management of team schedules, and the overall service delivery related to the Workforce Management function.

    Key Performance areas:

    People Management
  • Coaches the team to ensure quality of delivery meets the appropriate standard
  • Measures and manages the team to ensure out-of-line situations are immediately addressed
  • Communicates information in a timely, accurate and understood manner to all team members
  • Ensures that all Human Resources policies and procedures are observed

    Workforce Planning
  • Reviews forecasted call volumes, average handling time and shrinkage to calculate the required headcount figure
  • Completes Agent schedules within agreed timeframes and in line with call volume, average handling time and shrinkage forecasts
  • Monitors adherence to schedule in line with operational processes
  • Assesses forecasting accuracy and put processes in place to optimise forecasting accuracy
  • Identifies and highlights trends impacting service delivery, and ensures remedial plans are incorporated into planning
  • Optimizes headcount requirements to reduce cost without impacting operational delivery
  • Analyses schedules and makes recommendations for improvement
    , including impact on budget

    Reporting and Standardisation
  • Provides all management reports as required by the business
  • Meets regularly with Inland WFM manager to agree standard WFM and reporting processes and implement them on the operation

    Skills:
  • Analysis
  • Attention to detail
  • Oral and written communication (L2)
  • Planning and organizing (L3)
  • Technical expertise (L3)

    Knowledge:
  • Matric or equivalent
  • 2+ years workforce management experience , including people management experience
  • Computer literate (Excel – intermediate)

    How to Apply

    For more information and job application details, see; Fidelity Services Group Workforce Manager, Contact Centre - Cape Town Jobs in South Africa

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