Manager SA - Cape Town Region
EXL
JOB DESCRIPTION Generates month-wise, day-wise and interval-wise forecast incorporating historical trends and other factors such as special events, seasonality, chum or growth, weather etc. Runs short term forecast and re-forecast/adjust future volume projections as needed to ensure optimum staffing at all times Creates, maintains and updates the Capacity plan and ensures that staffing requirements, seat requirements and logistics are being delivered while balancing cost and performance Generates/reviews schedules accordingly to meet the business requirements enabling superior customer service Provides leadership and supervision to a highly engaged and self-sufficient team of WFMs, ensuring that all SLAs are met across accounts Drives high client satisfaction by managing service levels situations and providing staffing, scheduling and Real-Time Adherence solutions Protects the organization's assets thru upholding the principles of the Quality Information Security Management System Serves as the main point of contact for all WFM concerns QUALIFICATIONS Candidate must possess at least a Bachelor's/College Degree 4 years minimum experience in Workforce Management Dialer experience for outbound campaigns a must Excellent skills in forecasting, scheduling and real-time management a must Strong organizational skills to ensure critical timelines are met Accuracy and attention to details a must in this role Strong presentation skills Detail oriented with ability to deliver project deliverables with little supervision Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized Demonstrate analytical, organizational, problem solving and creative thinking skills Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems Flexible and willing to work in shift schedules and during weekends ABOUT US EXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into insights, streamline operations, improve customer experience, and transform their business. Our partnerships with clients are built on a foundation of collaboration - and we've been chosen as a partner by nine of the top ten leading US insurance companies, nine of the top 20 global banks, and six of the top ten US health care payers. We function as one team to make your goals our goals, whether that's unlocking the value of generative AI or embedding analytics into workflows that reduce risk or power your growth. Clients choose EXL as their transformation partner for many reasons. Our geographic diversity make talent all over the world instantly accessible. Digital accelerators enable unmatched speed-to-value, letting you realize results fast. It's our people that truly set us apart, though, including the 1,500 data scientists we have dedicated to our generative AI practice. And our more than twenty years of experience in delivering business services, garnering stellar client references, and maintaining a solid balance sheet are reassuring to our C-suite clients. Find out for yourself why clients, employees, and analysts think we're some of the best in the business. Contact us to see how we can help you achieve your goals. JOB DESCRIPTION Generates month-wise, day-wise and interval-wise forecast incorporating historical trends and other factors such as special events, seasonality, chum or growth, weather etc. Runs short term forecast and re-forecast/adjust future volume projections as needed to ensure optimum staffing at all times Creates, maintains and updates the Capacity plan and ensures that staffing requirements, seat requirements and logistics are being delivered while balancing cost and performance Generates/reviews schedules accordingly to meet the business requirements enabling superior customer service Provides leadership and supervision to a highly engaged and self-sufficient team of WFMs, ensuring that all SLAs are met across accounts Drives high client satisfaction by managing service levels situations and providing staffing, scheduling and Real-Time Adherence solutions Protects the organization's assets thru upholding the principles of the Quality Information Security Management System Serves as the main point of contact for all WFM concerns QUALIFICATIONS Candidate must possess at least a Bachelor's/College Degree 4 years minimum experience in Workforce Management Dialer experience for outbound campaigns a must Excellent skills in forecasting, scheduling and real-time management a must Strong organizational skills to ensure critical timelines are met Accuracy and attention to details a must in this role Strong presentation skills Detail oriented with ability to deliver project deliverables with little supervision Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized Demonstrate analytical, organizational, problem solving and creative thinking skills Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems Flexible and willing to work in shift schedules and during weekends ABOUT US EXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into insights, streamline operations, improve customer experience, and transform their business. Our partnerships with clients are built on a foundation of collaboration - and we've been chosen as a partner by nine of the top ten leading US insurance companies, nine of the top 20 global banks, and six of the top ten US health care payers. We function as one team to make your goals our goals, whether that's unlocking the value of generative AI or embedding analytics into workflows that reduce risk or power your growth. Clients choose EXL as their transformation partner for many reasons. Our geographic diversity make talent all over the world instantly accessible. Digital accelerators enable unmatched speed-to-value, letting you realize results fast. It's our people that truly set us apart, though, including the 1,500 data scientists we have dedicated to our generative AI practice. And our more than twenty years of experience in delivering business services, garnering stellar client references, and maintaining a solid balance sheet are reassuring to our C-suite clients. Find out for yourself why clients, employees, and analysts think we're some of the best in the business. Contact us to see how we can help you achieve your goals.
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