Responsibilities and Duties Monitor phone queues, email queues and service levels on a real-time basis to identify situations where additional resources may be needed to maintain service levels. Consult with call centre management to determine best course of action to fill resource needs/maintain service levels. Maintain consistent communication with the Client’s Forecasting & Planning Team to manage resourcing needs stipulated by the Client, and to update the Client on any relevant issues being experienced by the call centre. Provide real time status anomalies to operations. Track, report and call out real-time adherence issues. Provide shift reports to management with service level and abandon rate explanations for any day where KPIs are missed. Update and maintain agent database such as processing new agents and terminations. Receive future resourcing requirements from the Client and generate agent rosters using Workforce Management best practices. Process shift swaps, schedule change requests, and time off request after schedules are released by operations. Review and respond to schedule inquiries from management and agents and build a suitable plan of action. Optimize scheduled breaks and lunches as resource requirements change, determine need for extra hours and assess availability for offline functions and approve/deny as required. Ensure that actual hours meet total billable hours as per SLA agreements. Recommend extra or offload hours for over/under staffing needs. Process time off requests. Update and maintain agent database and the processing thereof in relation to time off requests, offline events and planned training. Track and trend analysis for absenteeism and schedule adherence. Create any ad hoc reporting as needed to present to Management or Client/s. Stay abreast of WFM best practice and technologies to continuously improve this function within the business. Build strong interpersonal relationships with internal clients. Work independently as well as in a team environment. Demonstrate professional behaviour, team work, punctuality, dependability, and adherence to company policies and procedures. Accept all other duties assigned by the management team and undertake any other reasonable duties to support the business as required. Qualifications and Experience Matric with a strong aptitude in Mathematics (Core). Must have a minimum 2-year call centre real-time workforce management experience. Experience working within a customer service environment essential. Well versed in contact centre specific Workforce Management concepts and tools. Ability to deliver results in a fast paced and dynamic environment. Ability to present a professional image and demeanour to internal and external customers. Ability to communicate effectively both orally and in writing with internal and external customers. Data analysis knowledge and experience with particular reference to Root Cause Analysis methodologies. Advanced knowledge and competency in Excel are essential. Demonstrate exceptional organizational skills and the ability to handle confidential material. Experience communicating and influencing across job levels with both internal and external partners. Ability to push back, foresee potential issues, and advocate for relentless improvement. Ability to solve for both service level and productivity concerns with the challenges of minute-to-minute change. Ability to make independent, sound decisions. Good analytical and strong data background. Excellent communication skills both spoken and written. Excellent decision-making skills, critical-thinking skills as well as organisational skills. #J-18808-Ljbffr