Manager Work Force Management at T and T Academy - Gauteng, Johannesburg - Johannesburg
T and T Academy
Our client has a vacant position for a General Manager: Work Force Management to execute and manage our Workforce Management (WFM) strategy for multiple teams at organisation Business Services. Key responsibilities include: The management of the WFM team to ensure forecast and schedules are created efficiently and effectively to meet established business goals and client scorecard parameters. To oversee the deployment of new standards/protocols to enhance productivity, capacity management and supporting incentive frameworks. To execute defined deliverables as they pertain to identified Agency/Principal operational and strategic projects pertaining to productivity, capacity management and incentive frameworks. To ensure superior stakeholder management and engagement to facilitate performance evaluation. To define the Work Force Management reporting universe to highlight strategic insights. Effectively lead the WFM team and facilitate a culture of Learning & Development within the WFM teams. To facilitate the implementation of a macro-Business WFM strategy to achieve the overall Company objectives and: Support the meeting of stipulated financial targets. Meet and exceed required business plan deliverables within required time frames. Foster a strong level of collaboration between internal stakeholders to enhance insights and strategy deployment. Required Minimum Education / Training Grade 12/Matric Noble University or similar certification Accredited Work Force Management qualification Bachelor of Commerce Degree or equivalent NQF 7 qualifications Proficient in Microsoft package. Proficient in advanced Excel. Required Minimum Work Experience 5 years' experience as a Senior Manager in a call/contact centre environment 3 Years' Exposure to Workforce Management frameworks A superior understanding of call centre standards in terms of productivity thresholds, capacity (headcount) management and exposure to best-in-class call centre incentive schemes Previous WFM and dialer knowledge (Noble) or experience in a campaign's environment Desired Skills: Work Force Management Frameworks
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