Workforce Manager

An opportunity exists for a Workforce Manager to join our World Class Contact Centre in Cape Town.

The Workforce Manager will oversee productivity for the entire customer support group. Some of the key focus areas of this role is to assess, analyze, and report on employee productivity at the individual, inter-departmental, and department group levels.

The Workforce Manager reports directly to the Head of Contact Centre.

Internal liaison takes place with all staff in the Contact Centre. External liaison is limited.

Duties And Responsibilities (Include But Is Not Limited To)

• Define workforce management/workforce optimization
• Identify the characteristics that makes staffing challenges unique
• List possible sources of planning data
• Identify processes for data collection
• Describe process of data cleansing and adjustments
• Identify business factors that has an impact on call volumes and patterns
• Describe contact routing options and the impact it has on data collection and forecasting
• Describe the implications of overstaffing and understaffing
• Define the purpose and process of forecasting
• Calculate trend rates using historical data
• Identify seasonal factors for monthly forecasts
• Describe the impact of special events on the forecast
• Identify handle time and incorporate into the forecast of workload
• Calculate daily and half-hourly workload patterns
• Identify forecasting short-cuts and when to use them
• Identify the impacts of cycles and campaigns on the workload forecast
• Assess, analyze, and report on employee productivity
• Determine how best to utilise the productivity and skills of each employee using the techniques and theories of workforce management
• Ensure the right amount of people is scheduled for each channel, per hour, day, week and month
• Define the data gathering and analysis that serves as the foundation of the forecasting process
• Develop both long- and short-term forecasts of workload
• Perform general people management functions
• To manage own professional and self-development

Key Requirements

• Grade 12 or equivalent (Essential)
• Degree / Diploma in relevant field (Advantageous)
• 4+ years of experience in a contact center environment
• 3+ years previous experience in a Workforce management
• 3+ Years in data analytics
• Capacity Planning experience is preferred
• Expert understanding of overall operational activities including phone, email, chat, community and social media support
• Knowledge of workforce management tools
• Knowledge of forecasting and schedule creation
• Knowledge of real time adherence and decision making
• Knowledge of Performance Analysis/Metrics

Additional Skills

• Computer literate (MS Office)
• Written & verbal communication skills
• Problem solving
• Judgment and Analysis
• Team Player
• Interpersonal skills
• Presentation skills
• Ability to communicate at all levels
• Technical skills

I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited Maybe you are just the future Mukurian we need!!

Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a work-like environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers.

If you do not receive any response after two weeks, please consider your application unsuccessful.

NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANYS EE TARGET