Global WFM Planning Manager (Planning)
iSon Xperiences
Total des années d'expérience :11 years, 6 Mois
KEY RESPONSIBILITIES:
• Responsible for managing call centre resource planning and scheduling for the GSC - Global Command Centre
• Looking after all accounts in Africa, Asia and Europe
• Responsible for managing call centre technologies within planning and scheduling for the global business and business partners
• Responsible for long / short term forecasting by ensuring that the Workforce planners utilize their scheduling process and tools
• Reviewing the performance of accounts, identifying gaps with the plan and mitigate with the planners and schedulers
• Forecasting and analysing data against budget figures on a weekly and/or monthly basis
• Develop new and implement new methods of efficiencies to reduce overhead within the global business
• Tracking all WFM and some operational metrics
• Coach and upskill planners with methodologies and exposure
KEY RESPONSIBILITIES:
• Responsible for managing call centre resource planning and scheduling for the CSC - Customer Support Centre
• Responsible for managing call centre technologies within Tyme Bank and business partners
• Responsible for working with call centre, IT, Quality, Training to optimize efficiency and customer satisfaction with the call floor and resources
• Responsible for long / short term forecasting by ensuring that the Workforce Analysts utilize their scheduling process and tools
• Reviewing the performance of staff, identifying training needs and planning training sessions
• Forecasting and analysing data against budget figures on a weekly and/or monthly basis
• Develop and maintain new polices and business rules
• Managing and start-up of the entire WFM function
• Develop appropriate management routines to manage & monitor adherence to implemented business processes
KEY RESPONSIBILITIES:
• Ensure staffing levels match requirements based on call arrival patterns
• Make recommendations where applicable whether internal or external with client.
• Provide guidelines in terms of current staffing levels as well as advice on future need
• Generate schedules within WFM system with planners in Manila/Perth and create schedules in excel
• Make sure SLA’s will be met with current staff and advise if more will be needed
• Draw reports from the WFM system, as per business requirements
• Generate and distribute timely and accurate reports to the operations team
• The capture and amendment of staff information to keep call centre database updated and accurate
• Creating leave totals for operations
• Advising operations on ADH issues weekly
• Releasing and generation agent schedules 1 to 2 months in advance
• Balancing and creating of teams based on client requirement
• Creating and maintaining headcount reports and making recommendations based on it (recruitment and training)
• Managing expectations with senior management (Head of Operations and General Manager).
• WFM team lead to administrators and RTA’s
KEY RESPONSIBILITIES:
• Real time monitoring of adherence
• Daily reporting on ACD, AHT and other call centre metrics
• Identifying issues that might impact the service levels
• Reviewing performances across skill sets and recommend real time changes
• Leave approval according to shrinkage and leave allowances
• Inserting and editing of exceptions in Agent\CSR schedules
• WFM contact for a multi-site centre (covering both SA and Australian sites)
• Adjust real-time schedule to accommodate extra time
• Assisting scheduler with planning and doing planning for back office departments