WFM Planning & Scheduling Manager

Job description

Job Title: WFM Planning & Scheduling Manager Job Description The WFM Manager drives CRM contact performance and WFM Process maturity through implementation and maintenance of best practice WFM across the location accounts under the supervision and alignment of the Geo Leader. They can move across multiple industry verticals and WFM platforms in a multi-skill, multimedia environment, while building solid relationships with both our internal cross-functional teams and our client partners. The WFM Manager ensures WFM practice balances the needs of the client, business and the needs of our agents as optimally as possible, driving continual improvement and adaptation. Location – Cape Town About Concentrix Concentrix is a global leader in customer experience solutions and technology, serving some of the world’s best brands. We specialize in crafting engaging experiences and driving digital transformation to deliver exceptional results for our clients. With a presence in multiple countries, our diverse and talented team is dedicated to innovation, growth, and delivering high-quality services. What you’ll be doing: Set strategic direction and manages overall delivery of forecasting, scheduling, and operational metrics of the accounts within the location. Work with key stakeholders to ensure WFM initiative and priorities are aligned and delivered to meet contractual requirements. Work with the onsite and offshore WFM team to provide forecasting and scheduling requirements for each account. Responsible for driving achievement of resource planning metrics. Brief management on status of WFM functions and metrics. Coordinates with Operations (Team Leaders, Operational Managers, DPE) and Clients ensure WFM processes and practices are in place and properly executed. Determine policies and procedures. Identify and leverage best practices, Ensure effective use of resources and automated systems. Implements productivity and revenue increase by driving efficiency and other related initiatives. Act as escalation point to address and resolve WFM support matters for the programme . Manage and ensure delivery of the executions of WFM plans, ensuring the onsite and offshore team is meeting deliverables and deadlines. Manage the ongoing development of the onsite WFM Teams (Employee satisfaction, upskilling). What You’ll need: Bachelor's Degree in related field from a four-year college or university with 5+ Years of Experience (with at least 2 - 4 years of Progressive Mgmt. Experience) At least 5 years WFM practical experience in Forecast and Planning methods WFM of solutions experience; demonstrate a clear understanding and first-hand experience of workforce management principles and processes Practical experience of Forecasting and Capacity Planning Practical experience of Scheduling WFM Reporting Prior experience of B2B and client level communications with Strong stakeholder engagement Demonstrates knowledge and experience of WFM Applications ( in particular IEX ) / Call centre tools / ACD Switch MS Office: Advanced Excel, experiences using other MS applications Practical Experience of WFM Applications: NICE IEX Total view preferred Knowledge of reporting tools and processes Prior experience in a management / supervisory capacity Concentrix is an equal opportunity employer. Concentrix is a Disability Confident and equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, colour , religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic. As part of our commitment to the Employment Equity Act and Concentrix South Africa’s Employment Equity Plan, preference will be given to candidates from designated groups in alignment with the Company’s EE Sectoral Targets and Affirmative Action measures. This approach supports our goal of promoting fair representation and diversity within the workplace. Location: ZAF Cape Town - 18 Main Rd, Claremont, Cape Town, 7708 Language Requirements: Time Type: Full time