Job Title:

WFM Senior Manager

Job Description

The Sr Manager, WFM Planning & Scheduling is responsible for managing a team to develop accurate and timely forecasts, capacity plans, schedules, pre-day schedule management, and post-day performance analysis in a multi-site/skill environment. This position is responsible for the execution of workforce strategy and achievement of client goals and performance metrics.Review completed Capacity Plans, and Schedules developed by team members to ensure completion, accuracy, and adherence to standardsManage 2 to 3 WFM Account ManagersAct as Sn Account Manager for key accountsLead reviews of Workforce Management strategy to identify opportunities to improve utilization and develop new strategies to proactively respond to client needsPartner with Business Development, Operations, and Clients to develop new models to support staffing and volume changes Lead reviews of Call Centre efficiency and customer service performance to ensure client needs and company financial performance are met Partner with support functions to ensure that planning, and scheduling tools/software are properly configured and maintained to support the Workforce Management teamLead the development of forecasts, resource plans, and schedules for new programsDesign and Implement continuous improvement/high impact projects.

Role Requirements

12 months of experience as WFM Account Manager with practical expertise of representing Accounts and managing Planning & Scheduling Deliverables with client facing engagement and representation.Strong and proven communication experience with both local & Non-Local clients across the EMEA Region.Strong knowledge with WFM primary tools in CNX such as ECP and IEX (both awareness and by practice) – other WFM tools if hired externally such as (IEX/Teleopti/CMS/Genesys)Excellent communication skills, both written and verbal.Ability to effectively present information to internal and external associates    Advanced Microsoft Office skills, understanding of CNX WFM tools and systems (only MS Office skills if hired externally)Practical experience of Direct People ManagementProven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment.Demonstrated ability to mentor, coach and provide direction to a team of employeesDemonstrated ability to take initiative and ownership with focus on continuous improvementDemonstrated ability to foster customer service disposition and sense of professionalism for self and teamSolid understanding of the organization's business operations and industry.Demonstrated ability to comprehend, analyse, and interpret. Ability to analyse large quantities of raw data to create strategic action plans

Ideal Candidate Profile

MS Office: Advanced Excel, experiences using other MS applications.Practical Experience of WFM Applications: ECP, CMAP and NICE IEX Total view preferred.Knowledge of reporting tool and processes.Prior experience in a management / supervisory capacity.

Location:

ZAF Durban - Second floor, 2 The Crescent, Westway Office Park

Language Requirements:

Time Type:

Full time

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