General Manager / Manager - WFM

Key Responsibilities:
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. Team management
Coaches the team to ensure the quality of WFM delivery meets the required standard.
Manages their daily activities and ensures that they have the necessary tools to perform their jobs.
Communicates information in a timely, accurate and easy to understand manner to all team members and ensures the application of the necessary policies and procedures as and when necessary.

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.

Time commitment

Minimum 9 hours per day

Eligibility

Preferred - PG or Any Graduate
Should have relevant exp from WFM department in team management