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.
Qualifications:
3- 5 years Workforce management experience
Proven WFM expereince in a BPO
Client interaction and stakeholder engagement.
Matric or equivelant
Responsibilities:
Key Responsibilities and Accountabilities
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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Collaborates with various departments, such as operations, HR, and finance, to align workforce strategies with business goals. They ensure effective communication of staffing plans, changes, and performance expectations to the employees and stakeholders.
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Overall, the WFM Planning Manager is responsible for overseeing and coordinating the efforts of these teams, ensuring efficient workforce planning, real-time management, and accurate data reporting in support of the call centre operations.
Competencies and Specific Skills
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Expert skills in using a Workforce Management tool – (6+ years)
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Expert skills in Excel for modelling and scenario planning, Experience in virtual multi-skilled, multi-site Customer Centres
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Experience in working with Outsourcers, and departmental stakeholders
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Knowledge in ACD telephony
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Team management andcoaching skills
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Problem-solving and decision-making skills:
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Leadership and team management: Leading a team of workforce analysts, schedulers, and planners requires strong leadership skills
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Experience working in a WFM Leadership role, with direct experience of coaching and managing a team
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FTE sizing experience
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Budgeting, Time-Management, Effective communication, Problem solving, Analytical and Technical Skills
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Comprehensive computer skills
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Proficient use of Microsoft Office tools including MS Word, PowerPoint, Excel, Outlook and others.
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Customer focused
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Communicative and influential
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Personally effective
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Team Player
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Knowledge of WFM systems and practices.
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Creative and flexible
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Organized and structured
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Ability to work under pressure whilst maintaining accuracy
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Business awareness and Leadership skills
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Lives and breathes the company values
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Advanced relationship building and stakeholder management skills
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Able to confidently challenge at a senior level
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Team building skills
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Resilience and focus
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Superior facilitation & presentation skills
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Contract KPI knowledge and awareness
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Self-motivated and can motivate others, with can-do attitude
