Resource Planning & Workforce Manager (WFM/RPM) - Century City - R40,000 - R45,000 per month CTC

Resource Planning & Workforce Manager (WFM/RPM) - Century City - R40,000 - R45,000 per month CTC

Requirements:

Experience working as a Workforce Planner/Analyst in WFM Team

Experience Managing & Leading people

Excellent Mathematical & Analytical skills (ESP WF Formulas & when to use them)

Experience using a WFM tool & standard office APPS (EXCEL, WORD, PP)

Desirable:

Managing a remote team

Experience in an event driven business

Experience in betting and gaming is desirable but not essential.

Responsibilities:

Responsible for the overall management of RPM (WFM) team to include hiring, training, scheduling, setting of goals, prioritization of work, performance reviews, etc.

Provide team coaching and development by accurately accessing strengths and opportunities, giving timely and actionable feedback, as well as motivate direct reports to optimize performance

Ensure that the scheduling function is providing optimal forecasting, scheduling and identifying new methods, strategies and opportunities

Ensure that the real-time management team is providing the appropriate real-time oversight and takes appropriate action to meet service level goals and maximize efficiency

Oversee reporting internal and external reporting and analytics for Customer Services

Ensure the accurate compilation and distribution of information and reports to identified stakeholders in a contextual and actionable format

Provide analytics on trends and use data to identify drivers while continuing to evolve Customer Services reporting structure, such as integration with our internal BI tool

Serve as a subject matter expert and RPM liaison for specific programs and coordinate with operations teams to ensure consistent business / operational goals

Develop and maintain short- and long-term forecast/capacity plans and ensure sufficient staff is available during peak periods

Analyze historical call trends by source, handle time, and root cause to identify operational opportunities and pro-actively communicate this information to leadership while implementing appropriate action plans

Perform other related duties and assignments as required and as assigned by Head of Operations

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