Group Manager - WFM

Job Description

To manage the Planning team and all facets of the short term to medium term planning such as forecasting, scheduling and other operational activities while adjusting resources to meet business objectives.

• People Development
• Engagement with Operations
• Agent & Skill Trend Analysis
• Employee engagement
• Talent management
• Client Relationship Management
• Innovation and Knowledge sharing with Operations in improving
• Incident Management
• Intraday Capacity Planning
• WFM recommendations, Back fill and Attrition trends
• Problem Solving
• Planning & Organizing
• Risk Management
• Financial Management
• Data Analysis
• Attention to detail
• Must be able to work flexible hours

Qualifications

• Matric / Grade 12 or international equivalent Call Centre Maths Industry relevant training c...