South Africa Job Openings
Teleperformance South Africa
Workforce Management (WFM) Manager
Port Elizabeth
FULL TIME
November 26, 2024
The Workforce Management (WFM) Manager is responsible for overseeing the efficient and effective management of workforce planning, real-time operations, and management information processes within Teleperformance SA. This role ensures that operational demands are met by accurately forecasting workforce needs, optimizing schedules, and managing resources to achieve key performance indicators (KPIs). By collaborating with multiple departments, the WFM Manager contributes to the success of operations, ensuring seamless delivery and alignment with business objectives while maintaining employee satisfaction and compliance with labor laws.
Key Responsibilities and Accountabilities
- Workforce Planning and Forecasting
- Analyze historical trends and external factors to forecast future staffing requirements.
- Create accurate workforce schedules to balance peak and non-peak periods while considering employee skills, availability, and preferences.
- Oversee the build plan for resource allocation to meet operational needs.
- Real-Time Management
- Monitor and adjust staffing levels in real-time using WFM systems like IEX, Verint, and Genesys.
- Ensure adherence to schedules and service levels across multiple contact channels (voice, email, chat).
- Proactively address intraday challenges, including unplanned absences, call surges, or technical disruptions.
- Data Analysis and Reporting
- Generate and analyze reports on key workforce metrics, including service levels, occupancy, and productivity.
- Conduct root-cause analyses for forecast variances and recommend actionable improvements.
- Utilize advanced Excel and other analytical tools for scenario modeling and data visualization.
- Team Management and Collaboration
- Lead and mentor a team of workforce analysts, schedulers, and planners, ensuring high performance and professional development.
- Collaborate with operations, HR, and finance teams to align workforce strategies with business objectives.
- Facilitate effective communication with stakeholders regarding staffing plans, changes, and performance expectations.
- Process Optimization and Compliance
- Identify opportunities to enhance workforce management processes through automation or strategic adjustments.
- Ensure compliance with labor laws, company policies, and contractual KPIs.
- Partner with recruitment and training teams to address skill gaps and future staffing needs.
1. Technical Proficiency:
- Expertise in WFM tools (e.g., IEX, Verint, Genesys) and advanced Excel skills.
- Strong understanding of ACD telephony systems and workforce planning practices.
- Proven experience in coaching and managing WFM teams.
- Ability to build strong, collaborative teams and motivate staff effectively.
- Advanced analytical skills to interpret complex data and make data-driven decisions.
- Ability to identify inefficiencies and recommend actionable solutions.
- Strong facilitation, presentation, and interpersonal skills.
- Experience in advanced stakeholder management and confidently challenging at senior levels.
- Organized, adaptable, and capable of working under pressure while maintaining accuracy.
- Customer-focused with a "can-do" attitude and high resilience.
- Flexible and innovative, with a structured approach to problem-solving.
- 6+ years of experience in workforce management, with at least 3 years in a leadership role.
- Proven track record of working with multi-skilled, multi-site, virtual customer centers.
- Experience in managing outsourcers and collaborating with departmental stakeholders.
- Advanced understanding of labor laws and workforce management compliance.
- FTE sizing and budget management experience.
- Proficient in Microsoft Office Suite, particularly Word, Power Point, and Outlook.
Experience:
- Workforce: 1 year (Preferred)
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