Workforce Optimization Manager
ZAR 348K-420K (estimate) Mid-level Full Time
Tasks
- Adjust real time coverage to meet service levels
- Build staffing plans from forecasts
- Create workforce scenario models
- Define WFM reporting standards
- Deliver WFM dashboards and reporting
- Develop headcount business cases
- Drive continuous improvement in WFM processes
- Identify workforce risks and mitigation strategies
- Improve forecast accuracy with AI tools
- Lead workforce optimization team
- Maintain scheduling frameworks for multi channel
- Manage agent scheduling using WFM tools
- Oversee intraday monitoring and adherence
Perks/Benefits
- N/A
Skills/Tech-stack
AHT | AI | Adherence | Aspect | Automation | Call Center | Call center analytics | Client-Server | Client-Server integration | Dashboards | Data Modeling | Genesys | Integration | Intraday management | Microsoft Excel | NICE | Occupancy | Planning frameworks | Power BI | Project Management | Real Time | Real-time reporting | Relational databases | Resource Planning | SLA management | Scheduling | Server integration | Service Level | Service Level Management | Shrinkage | Time Reporting | Utilization | Vendor management | Verint | Workforce Management | Workforce Metrics | Workforce Planning | Workforce Planning Frameworks | Workforce forecasting
Education
Bachelor of Administration | Bachelor of Engineering | Bachelor of Science | PhD
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