Our client based in Century City, Cape Town, is  seeking a highly organized and detail-oriented  Wor...

JOB INDEX - 5 months ago - Job Mail

5 months ago

Workforce Management Coordinator (call Centre)

Our client based in Century City, Cape Town, is  seeking a highly organized and detail-oriented  Workforce Management Coordinator to join their dynamic team.

About the company

As a global leader in contact center solutions, the company maintains meticulously high standards for customer care. Their  company ethos embraces quality in every interaction to achieve high performance and ambitious goals. 

Positivity runs through the core of this business and how they communicate. It is their culture of positivity that shapes how they treat their employees.

Their company culture empowers their agents to provide the very best customer experience, supported by ongoing training and education.

When you join their team, you become a part of something bigger. From the service they deliver to the projects they work on, they are creating positive change – for people, clients, and the communities they work and live in. As part of their team, you’ll be inspired to innovate, you’ll learn and you’ll grow and excel at everything you do.

Department: Workforce Management

Reports to: Workforce Management Manager

Job Description

The successful candidate will play a crucial role in optimizing workforce efficiency, ensuring adequate staffing levels, and maintaining operational excellence through 

effective scheduling and real-time monitoring.

Responsibilities:

  • Assist in recruiting, hiring, training, and managing workforce analysts across all sites and manage the team for optimal performance.
  • Oversee and provide direction to workforce analysts and team leaders in all sites.
  • Analyze historical call data and trends to predict future call volumes, making informed recommendations for staffing adjustments.
  • Monitor agent adherence to schedules, identifying and addressing deviations promptly to minimize service disruptions.
  • Work with the operational team to identify the cause of any significant variation between forecast and actual volume and AHT as required.
  • Generate and distribute accurate daily, weekly, and monthly performance reports, highlighting key metrics such as service level, average handling time, and agent productivity.
  • Identify opportunities for process enhancements and automation to improve overall workforce management efficiency.
  • Participate in regular meetings with management to review performance metrics, discuss operational challenges, and suggest improvements.
  • Assist in the development and implementation of strategies to manage peak periods and unexpected call volume fluctuations.
  • Create long-term forecast to be used for capacity planning,
  • Create mid-term forecasts to be used for hiring plans,
  • Create short-term forecasts to be used for determining the adjustments of breaks, lunches, overtime, or time off every other week.

Requirements:

  • Minimum of 5 years\' experience working in a contact center environment with at least 2 years of WFM process (forecast, staffing, scheduling, and real-time management).
  • Minimum of 2 years of management experience in a fast-paced customer contact environment.
  • Bachelor’s degree is required.
  • Experience with WFM software is desired.
  • Demonstrated knowledge of computer basics including advanced Microsoft Excel.
  • Ability to communicate complex concepts effectively.
  • Strong analytical skills with the ability to interpret data and make informed decisions.
  • Detail-oriented with a focus on accuracy in forecasting and scheduling.
  • Flexibility to adapt to changing business needs and handle unexpected situations.
  • Strong team player with the ability to collaborate effectively across departments.

Please note that only experienced candidates with the above-mentioned requirements will be considered and contacted.

Apply now!

Visit our website for more opportunities: www.sydsenrecruit.com

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