General Manager - WFM

1. Workforce Planning
Manages the completion of staffing schedules, reviews the forecasting of work orders to plan the number and expertise of staff needed within agreed timeframes and in line with grade of service
Ensures the administration of working hours and extra hours as governed by the scheduling process and manages the co-ordination of employees based in the jio centres.
Advise on the co-ordination of scheduling of large volumes of employees throughout multiple sites and shifts.
Ensures the recording of absenteeism, leave, sickness, lateness, planned off schedule activities and overtime and uses predefined workforce scheduling rules to optimise the schedule and use of resources.

2. Workforce optimisation
Reviews forecasted call volumes, average handling time and shrinkage to calculate the required headcount figures, ensuring the timely completion of Advisor schedules accordingly.
Enables the operation by assessing forecasting accuracy and developing and implementing processes to optimise this accuracy.
Ensures that headcount requirements are optimised to reduce costs whilst balancing operational delivery.
Analyses the schedules produced by the Workforce Schedulers/Administrators and makes recommendations for improvement, including impact on budget.
Ensures that the necessary processes are designed, improved and implemented to optimise forecasting and schedule accuracy.
Feedbacks timeously to the Senior Resource Analyst on any issues or information pertinent to the effective resource planning within their Region.

3. Monitors Grade of service
Monitors staff coverage and reports any shortfalls to the regional Operations team and informs the WFM management team based in the National Head Quarters.
Monitors absenteeism trends and flags anomalies, recommending grade of service risk mitigation plans.
Reviews skills sets and revises schedules and forecasts to ensure site performance and the achievement of grade of service.
Identifies and highlights trends impacting contact delivery and ensures that remedial plans are incorporated into the planning process.

4. Reports
Develops and distributes all operational reports required by internal and external stakeholders and attends operational meetings with colleagues to agree workforce management standards and reporting processes, ensuring that these are implemented in the workplace.

Eligibility:

Post Graduate and above
Minimum 13+ years of experience as Workforce Management from Voice background
Good hands-on knowledge in Microsoft & Reporting Tools.