Job Description

Key performance areas:

• Monitor phone queues, email queues and service levels on a real-time basis to identify situations where additional resources may be needed to maintain service levels.
• Consult with call centre management to determine best course of action to fill resource needs/maintain service levels.
• Maintain consistent communication with the Client’s Forecasting & Planning Team to manage resourcing needs stipulated by the Client, and to update the Client on any relevant issues being experienced by the call centre.
• Provide real time status anomalies to operations.
• Track, report and call out real-time adherence issues.
• Provide shift reports to management with service level and abandon rate explanations for any day where KPIs are missed.
• Update and maintain agent database such as processing new agents and terminations.
• Receive future resourcing requirements from the Client and generate agent rosters using Workforce Management best practices.
• Process shift swaps, schedule change requests, and time off request after schedules are released by operations.
• Review and respond to schedule inquiries from management and agents and build a suitable plan of action.
• Optimize scheduled breaks and lunches as resource requirements change, determine need for extra hours and assess availability for offline functions and approve/deny as required.
• Ensure that actual hours meet total billable hours as per SLA agreements.
• Recommend extra or offload hours for over/under staffing needs.
• Process time off requests.
• Update and maintain agent database and the processing thereof in relation to time off requests, offline events and planned training.
• Track and trend analysis for absenteeism and schedule adherence.
• Create any ad hoc reporting as needed to present to Management or Client/s.
• Stay abreast of WFM best practice and technologies to continuously improve this function within the business.
• Build strong interpersonal relationships with internal clients.
• Work independently as well as in a team environment.
• Demonstrate professional behaviour, team work, punctuality, dependability, and adherence to company policies and procedures.
• Accept all other duties assigned by the management team and undertake any other reasonable duties to support the business as required.

Qualifications and experience:

• Matric with a strong aptitude in Mathematics (Core).
• Must have a minimum 2-year call centre real-time workforce management experience.
• Experience working within a customer service environment essential.
• Well versed in contact centre specific Workforce Management concepts and tools.
• 
  Ability to deliver results in a fast paced and dynamic environment.
• Ability to present a professional image and demeanour to internal and external customers.
• Ability to communicate effectively both orally and in writing with internal and external customers.
• Data analysis knowledge and experience with particular reference to Root Cause Analysis methodologies.
• Advanced knowledge and competency in Excel are essential.
• Demonstrate exceptional organizational skills and the ability to handle confidential material.
• Experience communicating and influencing across job levels with both internal and external partners.
• Ability to push back, foresee potential issues, and advocate for relentless improvement.
• Ability to solve for both service level and productivity concerns with the challenges of minute-to-minute change.
• Ability to make independent, sound decisions.
• Good analytical and strong data background.
• Excellent communication skills both spoken and written.
• Excellent decision-making skills, critical-thinking skills as well as organisational skills.
• Ability to work independently.