Job Title:

Senior WFM Manager

Job Description

The Sr Mgr Workforce Management is responsible for managing a team to develop accurate and timely forecasts, capacity plans, schedules, pre-day schedule management, intraday management, and post-day performance analysis in a multi-site/skill environment. This position is responsible for the execution of workforce strategy and achievement of client goals and Convergys performance metrics.Review completed forecasts, schedules, and plans developed by team members to ensure completion, accuracy, and adherence to standardsLead reviews of Workforce Management strategy to identify opportunities to improve utilization and develop new strategies to proactively respond to client needsPartner with Business Development, Operations, and Clients to develop new models to support staffing and volume changes Lead reviews of Call Center efficiency and customer service performance to ensure client needs and Convergys financial performance are metPartner with support functions (IT) to ensure that forecasting, planning, and scheduling tools/software are properly configured and maintained to support the Workforce Management teamLead the development of forecasts, resource plans, and schedules for new programs

    

Candidate Profile  

Associate's degree in related field from a four-year college or university with more than ten years of relevant experience (with two to four years of Progressive Mgmt Experience) preferredMinimum six years related experience in operations, volumes management, and / or forecast, capacity planning, scheduling and real time management Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associatesAdvanced Microsoft Office skillsProven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environmentDemonstrated ability to mentor, coach and provide direction to a team of employeesDemonstrated ability to take initiative and ownership with focus on continuous improvementExcellent attention to detailDemonstrated ability to foster customer service disposition and sense of professionalism for self and teamSolid understanding of the organization's business operations and industry. Demonstrated business acumenDemonstrated ability to comprehend, analyze, and interpret. Ability to analyze large quantities of raw data to create strategic action plans

    

Career Framework Role  

Provides leadership to managers, supervisors and/or professional staff.  Is accountable for the performance and results of multiple related units.  Recommends operational objectives and develops departmental plans, including business, production and/or organizational priorities.  Controls resources and policy formation in area of responsibility.  Decisions are guided by resource availability and functional objectives.  Develops and administers performance requirements; may have budget responsibilities.

    

Disclaimer   
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title. 
 

Location:

ZAF Cape Town - 10 Rua, Da Gama St, Foreshore, Cape Town

Language Requirements:

Time Type:

Full time

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