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    wfm-team lead planning - Randburg, South Africa - iSON Xperiences

    iSON Xperiences
    iSON Xperiences Randburg, South Africa

    Found in: Talent ZA 2A C2 - 1 week ago

    iSON Xperiences background
    Description

    Position Title: WFM - Team Lead Planning
    Position Summary:

    The primary responsibilities of a Workforce Management (WFM) Planning Team Leader includes:
    ✓ To lead a team of Workforce Management Planners to ensure that the call center's staffing
    levels are in line with the business's needs. Some of the key responsibilities of a WFM Planning
    Manager would include:
    o Assessing and forecasting call volume and staffing requirements in order to develop
    and implement effective workforce management strategies
    o Managing and overseeing the WFM Planning team to ensure optimal performance,
    adherence to policies and procedures, and overall team success.
    o Developing staffing schedules and shift bids based on call volume and occupancy
    analysis, customer service level requirements, and budget guidelines.
    o Monitoring call center metrics to identify opportunities for improvement in staff
    utilization, schedule adherence, and customer service levels
    o Monitoring service level and operational metrics, while making adjustments to staffing
    and forecasting models whenever necessary
    o Analyzing and presenting call center performance reports to senior management to
    make recommendations for improvement to achieve desired outcomes
    o Identifying ways to constantly drive efficiencies and process improvements across the
    WFM Planning team to enhance customer service, drive down costs, and meet or
    exceed revenue targets
    ✓ The ideal candidate for this position would possess the technical and analytical skills required
    for successful workforce management planning, in addition to strong leadership and
    interpersonal communication skills to effectively supervise and guide the team within an organization's framework.

    Key Deliverables:
    ✓ Managing multiple accounts/geographies end to end capacity planning, scheduling
    rostering with the support of highly experienced WFM planners
    ✓ Assessing and forecasting call volume and staffing requirements in order to develop and
    implement effective workforce management strategies
    to policies and procedures, and overall team success.
    ✓ Developing staffing schedules and shift bids based on call volume and occupancy analysis,
    customer service level requirements, and budget guidelines.
    ✓ Monitoring call center metrics to identify opportunities for improvement in staff utilization,
    schedule adherence, and customer service levels
    ✓ Monitoring service level and operational metrics, while making adjustments to staffing and
    forecasting models whenever necessary
    ✓ Analyzing and presenting call center performance reports to senior management to make
    recommendations for improvement to achieve desired outcomes
    ✓ Identifying ways to constantly drive efficiencies and process improvements across the WFM
    Planning team to enhance customer service, drive down costs, and meet or exceed revenue
    targets
    and customer feedback data, reviewing and analysing relevant data to identify problem areas,
    and preparing workforce analysis reports for business to inform their policies and decision making
    ✓ Continuously monitoring the development on WFM SUITEs staffing schedules and shift bids based
    on call volume and occupancy analysis, customer service level requirements, and budget
    guidelines
    ✓ Monitoring service level and operational metrics, while making adjustments to staffing and
    forecasting models whenever necessary

    Identifying ways to constantly drive efficiencies and process improvements across the
    accounts/sites to enhance customer service, drive down costs, and meet or exceed revenue
    targets

    Requirement:

    ✓ Matric (Minimum)
    ✓ Excellent communication skills
    ✓ Prior experience of handling 3 to 5 WFM planners
    ✓ Minimum of 2 years' experience of working as a WFM Planning Lead in a Contact Center
    Environment
    ✓ Proficiency in MS Office
    ✓ Advance Excel knowledge is must
    ✓ Knowledge of a WFM SUITE a minimum of 1 year experience of working on the tool is a must
    ✓ Management of multiple clients/accounts is an added benefit
    ✓ Management of multiple time zones is an added benefit
    ✓ Clear credit and criminal records

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