Call Centre Workforce Manager - Cape Town, South Africa - ABC Worldwide

ABC Worldwide

Verified Company

Cape Town, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Workforce Manager

Our client is looking for a Workforce Manager tolead the team of WF Schedulers and Real-time Administrators within the Insights Hub, supporting all campaigns within the company.

The WFM is also expected to work across all teams of the Contact Centre by means of forecasting and scheduling to ensure that a service of excellence is rendered to the customer.

A strong focus upon the delivery and achievement of staff satisfaction and customer satisfaction targets are essential.

The manager will work closely with the Workforce and Commercial Manager to ensure the implementation of best practice workforce management concepts on all campaigns and will be responsible to ensure optimal use of workforce schedulers and Administrators.

KEY RESPONSIBILITIES:

Leading and managing a team of ±10 schedulers and RTAs
Manage the process of forecasting and / or scheduling, ensuring that schedulers deliver accordingly
Coaching and developing schedulers and RTAs through continuous oneonone sessions and coassisting with the creation and management of schedules
Total performance management of team, monitoring and driving team targets
Attendance and leave management process and updating matrix
Quality management/improvement through call evaluations for each Agent weekly
Ensure that all Agents reach service levels and meet Agent adherence
Set kpis performance indicators for Agents and review Agent performance according to KPI's in conjunction with Contact Centre Manager on a regular basis
Liaise daily with Workforce Management team to ensure effective resource planning
Taking correct disciplinary measures where necessary
Assess and identify training needs
Compilation, development, and maintenance of descriptive and statistical reporting on a daily, weekly and monthly basis
Develop, contribute to and maintain the team and Contact Centre's outputs and KPI's
Excellent communication both oral and written
Ensure escalations processes are maintained and implementation of new processes with team buy in
Be Proactive with own development using available learning resources daily
QA experience in a call Centre environment preferred
Minimum of 5 years' experience within an inbound/customer service and/or technical environment
A successful track record in meeting targets and achieving premium customer service
At least 1 year experience within a Telecoms/IT environment essential
Previous experience in a leadership role within a contact Centre would be advantageous