KingMakers Workforce Management and Reporting Specialist Jobs in South Africa
KingMakers Workforce Management and Reporting Specialist Jobs in South Africa
What You Will Be Doing: Monitor and analyse call volume projection functions, forecasting call volumes and staffing needs in a timely and accurate manner to improve operational efficiencies.
Measures and monitors dips and spikes in Service Levels, Abandoned Rate, Occupancy, AHT, Absenteeism, Schedule Adherence, and other metrics.
Oversees all scheduling (i.e., shift schedules, training, vacation, meeting, overtime, etc.) with regards to the Contact Centre and Back Office unit to ensure that service and productivity are met in a timely and efficient manner.
Prepare periodic management reports that tracks key operational performance metrics including trend and ratio analysis.
Collaborate with Contact Centre Management to identify opportunities for overall improvement of service levels, key performance indicators and resource utilization
Provide daily, weekly, monthly performance reports for the contact centre, back office, and other departments within customer Experience.
Monitors site to ensure optimal staffing levels.
Administers volume contingency action plans as deemed necessary and appropriate.
Facilitates real-time discussions with necessary stakeholders.
Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
Create and drive the implementation of policies and procedures to standardize specific Workforce management functions and processes.
What You Need for This Role:
Workforce Management experience in a multi-channel contact centre environment
Experience in analysis and reports
Communication (written, verbal, Inter-personal)
Critical Thinking & Problem-solving skills.
Deep understanding of contact centre operations, metrics, and their effect on staffing
Microsoft Excel spreadsheets experience with Functions, importing/exporting, and manipulating data
Presentation Skills
Experience utilizing a major ACD system.
Experience with forecasting / scheduling software
Knowledge in Automatic Call Distribution (ACD) technology
How you do it – Expectations for fulfilling your role:
As a general rule at KingMakers we want people to be:
Customer Focus: We keep the customer at the center of everything we do.
Passion & Dedication: We are
passionate about what we do, employing only smart, honest, dedicated, and results oriented team players.
Openness, Honesty & Directness: We embrace a culture of candor and work together towards the right solution whilst being open, honest, and willing to give and receive feedback, judgment-free. We play the ball, not the person.
Innovation & Big Thinking: We think like owners. If we see a problem, we find a solution. We are pragmatic and always strive to do more with less.
Speed & Focus: We plan, we strategize, but mostly, we DO. Without doing there is no progress, we can always change direction but only if we start moving. Fast beats slow.
Low Ego: The best solutions are achieved when we leave our egos at the door. We always seek opportunities to learn in every situation. No job too small.
Fun: On balance, we believe in having fun whilst working. We maintain perspective as best as we can, and together, we celebrate our successes.
Beyond our great company benefits and competitive salaries, we recognize that to grow sustainably and thrive positively we need to engage the right talent because our people are a merit to our success. We have an inclusive culture where everyone can thrive and where everybody has a seat at the table.
How to Apply
For more information and job application details, see; KingMakers Workforce Management and Reporting Specialist Jobs in South Africa
Find daily jobs in South Africa. Jobs - South Africa jobs. Search our career portal & find the latest South African job positions, career opportunities & jobs in South Africa.
Jobs in South Africa - banking jobs, IT jobs, accounting jobs, NGO jobs, business administration, ICT, UN jobs, procurement jobs, education jobs, hospital jobs, human resources jobs, engineering, teaching jobs, and other careers in South Africa.
Find your dream job from 1000s of vacancies in South Africa posted and updated daily - click here!
Click here to post comments
Join in and write your own page! It's easy to do. How? Simply click here to return to 2 Best Africa Jobs.
