Manager - WFM

SUMMARY:
The Role:

The position of the Workforce Manager is to lead the team of WF Schedulers and Real-time Administrators within the Insights Hub, supporting all campaigns within Altron BPS. The WFM is also expected to work across all teams of the Contact Centre  by means of forecasting and scheduling...

POSITION INFO:
The Role:

The position of the Workforce Manager is to lead the team of WF Schedulers and Real-time Administrators within the Insights Hub, supporting all campaigns within Altron BPS. 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 work force 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 one-on-one sessions and co-assisting 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
• Manage and motivate agents in different and innovative ways
• Quality management/improvement through call evaluations for each Agent weekly
• Provide coaching and feedback to Agents weekly
• Ensure that all Agents reach service levels and meet Agent adherence
• Set key performance indicators for Agents and review Agent performance according to KPIâ??s in conjunction with Contact Centre Manager on a regular basis
• Assist in agent career development
• Resolve daily queries
• Compile reports and report on progress
• Liaise daily with Workforce Management team to ensure effective resource planning
• Taking correct disciplinary measures where necessary
• Assess and identify training needs
• Promote service delivery
• Escalate and manage customer queries as required
• Coach staff on policies and procedures
• Compilation, development and maintenance of descriptive and statistical reporting on a daily, weekly and monthly basis
• Develop and gain approval of and execution of all deliverables
• Develop, contribute to and maintain the team and Contact Centreâ??s outputs and KPIâ??s
• Strong internal and external relationship building
• Represent the customer to the rest of the business â?? Customer Advocate
• 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 3 â?? 5 yearsâ?? 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

Qualifications:

• Minimum Matric/related NQF essential
• Diploma/Degree in maths, stats or analytical techniques highly advantageous

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