Workforce Manager (Hybrid)

Reporting to the Chief Operations Officer, the Workforce Manager will work closely with the latter by providing the data, analytics, and insights to forecast staffing levels and ensure that operational requirements are met.

Your responsibilities will include:

• To manage the production of accurate forecasts both volumes and staffing
• Highlighting areas and periods of risk across contact centre operations
• Accurate and timely calculations of staff required and support
• Timely monitoring and communicating of recruitment requirements
• Establishing scheduling methodologies and standards
• Developing reports to meet the operational requirements and standard reporting requirements within the call centre
• Developing a standardized methodology for measuring and reporting adherence and deviations from schedule across all operations.
• Ensuring that shrinkage is managed efficiently across all projects.

• Excellent interpersonal skills to interact, work and relate effectively with the team
• Excellent communication, coaching, and conflict-resolution skills
• Time and project management skills
• Ability to analyze processes and information, identify problems and trends, and develop effective solutions and strategies
• Analytical thinking

• Having previous experience in a managerial role within a call centre will be given preference
• People management experience

• Health Insurance
• Relocation Assistance
• Mobile Allowance
• KPIs