Hey there, here's a chance to dive into the action as a Workforce Manager in our top-notch Contact Centre in Cape Town!

　　As the Workforce Manager, you'll be the maestro behind the scenes, orchestrating productivity for our amazing customer support team. Your mission? Assess, analyze, and report on employee productivity at individual, inter-departmental, and department group levels.

　　If you're ready to bring your A-game to the internal hustle and bustle of the Contact Centre, this role's got your name written all over it!

　　Duties and Responsibilities (Include but is not limited to):

　　Define workforce management/workforce optimization

　　Identify the characteristics that makes staffing challenges unique

　　List possible sources of planning data

　　Identify processes for data collection

　　Describe process of data cleansing and adjustments

　　Identify business factors that has an impact on call volumes and patterns

　　Describe contact routing options and the impact it has on data collection and forecasting

　　Describe the implications of overstaffing and understaffing

　　Define the purpose and process of forecasting

　　Calculate trend rates using historical data

　　Identify seasonal factors for monthly forecasts

　　Describe the impact of special events on the forecast

　　Identify handle time and incorporate into the forecast of workload

　　Calculate daily and half-hourly workload patterns

　　Identify forecasting short-cuts and when to use them

　　Identify the impacts of cycles and campaigns on the workload forecast

　　Assess, analyze, and report on employee productivity

　　Determine how best to utilise the productivity and skills of each employee using the techniques and theories of workforce management

　　Ensure the right amount of people is scheduled for each channel, per hour, day, week and month

　　Define the data gathering and analysis that serves as the foundation of the forecasting process

　　Develop both long- and short-term forecasts of workload

　　Perform general people management functions

　　To manage own professional and self-development

　　Key Requirements:

　　Grade 12 or equivalent (Essential)

　　Degree / Diploma in relevant field (Advantageous)

　　4+ years of experience in a contact center environment

　　3+ years previous experience in a Workforce management

　　3+ Years in data analytics

　　Capacity Planning experience is preferred

　　Expert understanding of overall operational activities including phone, email, chat, community and social media support

　　Knowledge of workforce management tools

　　Knowledge of forecasting and schedule creation

　　Knowledge of real time adherence and decision making

　　Knowledge of Performance Analysis/Metrics

　　Additional Skills:

　　Computer literate (MS Office)

　　Written & verbal communication skills

　　Problem solving

　　Judgment and Analysis

　　Team Player

　　Interpersonal skills

　　Presentation skills

　　Ability to communicate at all levels

　　Technical skills

　　I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited” Maybe you are just the future Mukurian we need!!

　　Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like' environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers.

　　If you do not receive any response after two weeks, please consider your application unsuccessful.

　　NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY'S EE TARGET