Job Description JOB PURPOSE Responsible for real time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of calls at the desired service level. To work as part of a greater WFM team and ensure that all functions performed/services provided are in line with the overall WFM strategy. Key Responsibility Areas Accurate Attendance/Absence updating on WFM systems Monitor contact centre to ensure optimal staffing levels Flag all or any deviations to schedules Facilitate real time discussion with relevant stakeholders Complete root cause analysis to determine and quantify reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness Ensure that all reports originating from the department are accurate, relevant and reliable On the day schedule optimization in order to meet desired service levels, and provide feedback to relevant stakeholders of potential impact to service levels, along with suggestions Trend analysis on all measures which impact the overall performance of the business unit Regular planned huddles with Operations highlighting key focus areas Accurately track all or any movement of headcount (attrition, new recruits) Ensure that all headcount databases are accurate and aligned (eWFM, UIP, Headcount files) Real time shrinkage/adherence management Qualifications Education Matric / Grade 12 or international equivalent Industry relevant training courses, including WFM processes, terminology and tools Preferred A relevant qualification in BA/BS degree, preferred economics, statistics, business or equivalent education Experience Minimum 2 years experience in a WFM team Minimum 2 years experience in trend analysis Experience with Aspect Spreadsheets with formula application and/or database software (Excel, Access) Knowledge of Automatic Call Distribution Technology and experience with Forecasting/Scheduling software Advanced MS Office skills Additional Information Engagement Problem Solving Data Analysis Stakeholder Management Client Communication Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook) Other Specific Requirements Own vehicle with a valid driver’s licence Must be able to travel across multiple sites Must be able to work evening hours Afternoon and night shifts – Monday to Sunday (rotational shifts) Candidates must have fibre or live in a fibre enabled area #J-18808-Ljbffr