To execute and manage our Workforce Management (WFM) strategy for multiple teams. The successful candidate will manage the WFM team to ensure forecast and schedules are created efficiently and effectively to meet established.
Required Minimum Education/Training
- Matric.
- Proficient Microsoft Knowledge.
- Degree or equivalent.
- 3-5 Years' Experience WFM Management.
- Previous WFM and dialer knowledge (Noble) or experience in a campaigns environment.
- Excellent verbal and written communication skills
- Stakeholder engagement (internal and external)
- Microsoft office
- Knowledge and understanding of:
- Customer Care environment
- BPO
- Workforce Planning
- Performance Management Systems
- Strong analytical skills required, including an extensive understanding of how to interpret department business needs and translate them into operational requirements.
- Basic statistics knowledge and ability to comprehend and analyze dialer-output data.
- Intermediate to advanced proficiency in MS Word and Excel.
- Analytical
- Business Acumen [ability to make sound decisions]
- Strategic Thinker
- Leadership in line with the Company's leadership charter and values
- Self-Starter
- Influencer
- Problem solver
- Emotional intelligence
- Interpersonal skills
- Demonstrate high ethical values
- Comfortable dealing with ambiguity
- Deliver effective forecasting and scheduling strategies to enhance the success of multiple inbound/outbound campaigns.
- Execute and manage WFM strategy for multiple teams to ensure forecasts and schedules are designed to penetrate efficiently and effectively to meet established business goals and client scorecard parameters.
- Provide accurate WFM analysis and MI, making recommendations for optimizing KPIs and enhancing success.
- Design tracking methods to ensure that identified issues are adequately addressed within appropriate time frames.
- Develop, analyze and distribute statistics and identify trends to help determine the need for strategy changes and/or training.
- Advise senior management on best strategies to maximize use of the WFM and improve adherence to schedules.
- Identify possible needs for improvement in processes, learning and systems and refer them to senior management.
- Work with supplier of our Dialer/WFM software (Noble) to ensure complete optimization of dialer function as well as best use of data provided.
- Liaise with colleagues in campaign department to ensure correct selection of key data and creation of dialing lists for outbound campaigns.
- Optimize resource and KPI achievement through monitoring and managing real-time adherence.
- Build and maintain strong relationships with both internal and external stakeholders with regards to campaigns under management.
- Demonstrate the ability to change focus quickly to support the needs of the business - including covering for other roles where required - displaying energy and commitment in all you do.
- Analytical Thinking
- Computer Proficiency
- Time Management
- Problem Solving
- Forecasting
- Workforce Planning
At Nutun we enable economic sustainability in the communities we serve by combining our unique technology, data and analytics competencies to provide a range of digitally enabled business services as a trusted partner to a global client base.
Nutun offers a range of solutions including: customer service and client experience (CX); debt collection and accounts receivable services; payroll, time and attendance, and HR solutions; customer insights and analytics; legal process outsourcing and alternative legal solutions; and back office administration.
South Africa has emerged as a favoured offshore CX location. According to the Ryan Strategic Advisory Survey, South Africa offers affordable, high-quality, deeply capable, empathetic and innovative service offerings. As a BPESA member, Nutun, with its skills and talent, is more than ready to over-deliver on these offerings.
