Group Manager - WFM

To manage the Planning team and all facets of the short term to medium term planning such as forecasting, scheduling and other operational activities while adjusting resources to meet business objectives.

People Development
Engagement with Operations
Agent & Skill Trend Analysis
Employee engagement
Talent management
Client Relationship Management
Innovation and Knowledge sharing with Operations in improving
Incident Management
Intraday Capacity Planning
WFM recommendations, Back fill and Attrition trends
Problem Solving
Planning & Organizing
Risk Management
Financial Management
Data Analysis
Attention to detail
Must be able to work flexible hours

Matric / Grade 12 or international equivalent Call Centre Maths Industry relevant training courses, including WFM processes, terminology and tools
3 Years in a leadership role within WFM
3-5+ years of experience performing RPM functions (capacity planning, forecasting, scheduling, real-time management) in a multi-site contact center environment preferred
Strong experience with Workforce Management software (eWFM, IEX, Verint, etc.) that includes forecasting, scheduling, real-time adherence functionality More than 2 years’ experience working within the BPO sector
More than 3 years’ experience working in a management role

All your information will be kept confidential according to EEO guidelines.