WFM Senior Manager

Job Title:

WFM Senior Manager

Job Description

The Sr Manager, WFM Planning & Scheduling is responsible for managing a team to develop accurate and timely forecasts, capacity plans, schedules, pre-day schedule management, and post-day performance analysis in a multi-site/skill environment. This position is responsible for the execution of workforce strategy and achievement of client goals and performance metrics.

• Review completed Capacity Plans, and Schedules developed by team members to ensure completion, accuracy, and adherence to standards
• Manage 2 to 3 WFM Account Managers
• Act as Sn Account Manager for key accounts
• Lead reviews of Workforce Management strategy to identify opportunities to improve utilization and develop new strategies to proactively respond to client needs
• Partner with Business Development, Operations, and Clients to develop new models to support staffing and volume changes
• Lead reviews of Call Centre efficiency and customer service performance to ensure client needs and company financial performance are met
• Partner with support functions to ensure that planning, and scheduling tools/software are properly configured and maintained to support the Workforce Management team
• Lead the development of forecasts, resource plans, and schedules for new programs
• Design and Implement continuous improvement/high impact projects.
  
  

Role Requirements

• 12 months of experience as WFM Account Manager with practical expertise of representing Accounts and managing Planning & Scheduling Deliverables with client facing engagement and representation.
• Strong and proven communication experience with both local & Non-Local clients across the EMEA Region.
• Strong knowledge with WFM primary tools in CNX such as ECP and IEX (both awareness and by practice) – other WFM tools if hired externally such as (IEX/Teleopti/CMS/Genesys)
• Excellent communication skills, both written and verbal.
• Ability to effectively present information to internal and external associates
• Advanced Microsoft Office skills, understanding of CNX WFM tools and systems (only MS Office skills if hired externally)
• Practical experience of Direct People Management
• Proven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment.
• Demonstrated ability to mentor, coach and provide direction to a team of employees
• Demonstrated ability to take initiative and ownership with focus on continuous improvement
• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team
• Solid understanding of the organization's business operations and industry.
• Demonstrated ability to comprehend, analyse, and interpret. Ability to analyse large quantities of raw data to create strategic action plans
  
  

Ideal Candidate Profile

• MS Office: Advanced Excel, experiences using other MS applications.
• Practical Experience of WFM Applications: ECP, CMAP and NICE IEX Total view preferred.
• Knowledge of reporting tool and processes.
• Prior experience in a management / supervisory capacity.
  
  

Location:

ZAF Durban - Second floor, 2 The Crescent, Westway Office Park

Language Requirements:

Time Type:

Full time

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