Responsibilities: · Manage the WFM Team
- Ensures that Accounts that supports meet SLAs
- Acts as back up to the WFM VP
- Provide effective coaching and feedback to the WFM Managers and/or WFM team to enable them to improve their performance
- Serves as a subject matter expert and mentor the team regarding Capacity Planning, Forecasting and Scheduling, and Real Time Queue Management standards, quality of outputs, problem resolution and critical thinking
- Articulate performance expectations and team objectives while collecting and interpreting balanced measures to evaluate individual staff and team performance
· Provides recommendation on balancing staffing requirements with operational efficiencies and financial goals · Review and Ensure Staffing Plan for all Process is current and Updated
· Adheres and complies to the company policies and procedures, external regulations and information security standards · Communicate expectations, balance workload, monitor efficiency and initiate control measures to minimize variances in workload over time
- Drive Process improvement within the team. Identify areas for improvement, scope projects and involve relevant others.
- Create a positive work environment by acknowledging team contribution, soliciting inputs and offering personal assistance, when needed
- Establish an environment and work style that promotes the concept of teamwork
- Responsible and accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level
- Handle internal client feedback and escalations
- Client interaction, where required at the level of Supervisors
- Documented monthly performance review of Assistant Managers and WFM Staff
- Review Process KPI’s on a near term basis and develop recommendations for plans on improvement in performance
- Other task/s delegated by the direct supervisor to effectively do his/her tasks.
Qualifications: Minimum years of hands-on experience in WFM in a BPO setting
Minimum years of using any WFM tools such as CMS Avaya, RTA Tool, eWFM, Blue Pumpkin / Impact 360, IEX, Genesys etc.
Minimum years of handling a Workforce Management Team
In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets
