25 Hr analyst Jobs and Work in Cape Town Western Cape

WFM Manager
Teleperformance —Cape Town, Western Cape
Data Analyst
Crisis24 —Cape Town, Western Cape 7945
- Full-time
Quick Apply
SOC Analyst
Zappi —Cape Town, Western Cape
- R550 000 - R650 000 a year
- Full-time
Quick Apply
WFM Assistant Manager (741)
Teleperformance —Cape Town, Western Cape 7925
- Full-time
Test Analyst
TMF Group —Cape Town, Western Cape
- Full-time
1d
Trust Assurance Analyst
DigiCert —Cape Town, Western Cape
Quick Apply
Remuneration and Benefits Specialist / Analyst
Cape Union Mart International —Cape Town, Western Cape
14d
Senior Internal Audit Analyst
DigiCert —Cape Town, Western Cape
Quick Apply
IFS Support Analyst
Interpath Advisory —Cape Town, Western Cape
- Full-time
Quick Apply
13d
WFM Assistant Manager
Teleperformance —Cape Town, Western Cape 7925
- Full-time
Data Analyst/Systems Administrator
Merieux NutriSciences —Cape Town, Western Cape
Nightshift - WFM Assistant Manager (741)
Teleperformance —Cape Town, Western Cape 7925
- Full-time
Student Recruitment Administrator
Advtech —Cape Town, Western Cape
2d
Service Desk Analyst
HKA —Cape Town, Western Cape
Quick Apply
8d
Student Recruitment Administrator (Undergraduate Distance)
Advtech —Cape Town, Western Cape
9d
Junior DevOps Consultant – IBM Planning Analytics (TM1)
Venncubed —Cape Town, Western Cape 7530
- Full-time
Pearl Talent- Finance Operations Associate - I021
Pearl —Cape Town, Western Cape
- Full-time
- Remote
Quick Apply
Junior Anaplan Consultant
Venncubed —Cape Town, Western Cape 7530
Principal Consultant - Software and Data - Western Cape
CyberPro Consulting —Cape Town, Western Cape 7100
- R2 000 000 a year
- Full-time
Senior Data Loss Prevention (DLP) Analyst
Collinson —Cape Town, Western Cape 7441
5d

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WFM Manager

Teleperformance -
Cape Town, Western Cape

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Job Details

Full Job Description

Overview

As a Workforce Management (WFM) Manager, your primary responsibility is to ensure the efficient and effective management of accounts and its workforce. This includes overseeing Planning, Real Time Management and Management information resource and processes, scheduling and allocation of resources, ensuring adequate staffing levels to meet operational needs, and optimizing productivity within the workforce. Your job would involve analyzing historical work patterns and forecasting future demand to develop accurate workforce schedules. You'll need to collaborate with department managers and team leaders to understand their staffing requirements and ensure schedules align with business objectives.

Additionally, you would monitor and adjust staffing levels based on real-time data, such as call volumes, customer demand, or production targets. This involves making tactical changes to schedules, coordinating overtime or training as needed, and addressing any unexpected changes that may impact workforce availability.

You'll have the responsibility of generating reports and analyzing key workforce metrics to identify trends, patterns, and areas for improvement. By tracking and analyzing data, you can identify potential inefficiencies and implement strategies to optimize workforce productivity and adherence to service levels.

Overall, the WFM Manager plays a crucial role in ensuring a well-organized and productive workforce, and your ability to balance operational needs with employee satisfaction will contribute to the success of the company.

Qualifications

Education & Specific Training

Expert skills in using a Workforce Management tool – (6+ years)
Expert skills in Excel for modelling and scenario planning, Experience in virtual multi-skilled, multi-site Customer Centres
Experience in working with Outsourcers, and departmental stakeholders
Knowledge in ACD telephony

Work Experience

Team management and coaching skills
Problem-solving and decision-making skills:
Leadership and team management: Leading a team of workforce analysts, schedulers, and planners requires strong leadership skills
Experience working in a WFM Leadership role, with direct experience of coaching and managing a team
FTE sizing experience
Budgeting, Time-Management, Effective communication, Problem solving, Analytical and Technical Skills
Comprehensive computer skills
Communicative and influential
Personally effective
Team Player
Knowledge of WFM systems and practices.
Creative and flexible
Organized and structured
Ability to work under pressure whilst maintaining accuracy
Business awareness and Leadership skills
Lives and breathes the company values
Advanced relationship building and stakeholder management skills
Able to confidently challenge at a senior level
Team building skills
Resilience and focus
Superior facilitation & presentation skills
Contract KPI knowledge and awareness
Self-motivated and can motivate others, with can-do attitude

Technical Skills

Proficient use of Microsoft Office tools including MS Word, PowerPoint, Excel, Outlook and others.
Customer focused

Responsibilities

Analyses historical data and trends to forecast future staffing requirements accurately. They consider factors such as call volume, chat volume, email volume, or other workloads to determine the necessary staffing levels.

With overall responsibilities of creating and maintaining the build plan, the WFM Manager creates and oversees the management of employee schedules to ensure appropriate coverage during peak and non-peak times. They consider factors like employee availability, skills, and preferences while maintaining compliance with company policies and labour laws.

Ensures the overall efficiency of operations by monitors the management of real-time staffing levels and adjusting schedules or reallocating resources as needed. Use Client and Internal workforce system and tools to track staff adherence to schedules and manage intraday changes.

Builds and maintains accurate forecasting models by analysing historical data and external factors (e.g., seasonality, marketing campaigns, events). They also generate reports on key performance indicators (KPIs) related to staffing, service levels, and other metrics to track operational efficiency and make data-driven decisions.

Ensures that the account and operational area has the necessary capacity to handle workload demands. They collaborate with the operations team to determine the required number of employees and optimize resources accordingly.

Works closely with the Recruitment and Training department to provide insights and data on staffing needs and skill gaps. They may collaborate in the development of training programs to improve workforce productivity and optimize resource allocation.

Identifies areas for improvement within the workforce management function and suggests process enhancements or automation opportunities. They may work with cross-functional teams to implement new tools, platforms, or methodologies for improved efficiency.

Experience on usage in workforce management systems like IEX, Verint, Genesys, and expert on management of people and processes. This includes managing and optimizing staffing levels, forecasting and scheduling, monitoring real-time adherence, and conducting performance analytics. Knowledge of Excel or other data analysis tools is beneficial for managing and interpreting data effectively.

Analyses historical data, identify trends, and forecast future staffing needs accurately. Proficiency in statistical analysis, data interpretation, and the ability to work with complex algorithms and models are crucial.

Effective presentation skills, and ensure communication for coordinating staffing plans, liaising with different teams, and aligning workforce strategies. Collaboration skills are essential for working with other stakeholders such as HR, operations, and finance teams to ensure smooth operations and meet business goals.

Understanding of labour laws and regulations related to scheduling, overtime, breaks, and other workforce management considerations is important to ensure compliance and avoid legal issues.

Apply Now

Refine Your Search

hr analyst jobs in cape town western cape

WFM Manager

Data Analyst

SOC Analyst

WFM Assistant Manager (741)

Test Analyst

Trust Assurance Analyst

Remuneration and Benefits Specialist / Analyst

Senior Internal Audit Analyst

IFS Support Analyst

WFM Assistant Manager

Data Analyst/Systems Administrator

Nightshift - WFM Assistant Manager (741)

Student Recruitment Administrator

Service Desk Analyst

Student Recruitment Administrator (Undergraduate Distance)

Junior DevOps Consultant – IBM Planning Analytics (TM1)

Pearl Talent- Finance Operations Associate - I021

Junior Anaplan Consultant

Principal Consultant - Software and Data - Western Cape

Senior Data Loss Prevention (DLP) Analyst

I want to receive the latest job alert for hr analyst in cape town western cape

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