POSITION
Digital Transformation Manager
LOCATION
Cape Town
SALARY
Salary R70 000 per month
SUMMARY
Manage your team of 5 and generates daily, monthly and quarterly forecast incorporating historical trends and other factors such as special events, seasonality, chum or growth within a large BPO Call Centre
RESPONSIBILITIES
- Creates, maintains and updates the Capacity plan and ensures that staffing requirements, seat requirements and logistics are being delivered while balancing cost and performance
- Ensures that dialer settings are defined, set up and monitored accordingly
- Generates/reviews schedules accordingly to meet the business requirements enabling superior customer service
- Provides leadership and supervision to a highly engaged and self-sufficient team of WFMs, ensuring that all SLAs are met across accounts
- Drives high client satisfaction by managing service-level situations and providing staffing, scheduling and Real-Time Adherence solutions
- Protects the organization’s assets by upholding the principles of the Quality Information Security Management System
- Serves as the main point of contact for all WFM concerns
REQUIREMENTS
- Candidate must possess at least a Bachelor’s/College Degree
- 4 years minimum experience in Workforce Management
- Dialer experience for outbound campaigns a must
- Excellent skills in forecasting, scheduling and real-time time management a must
- Strong organizational skills to ensure critical timelines are met
- Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized
- Demonstrate analytical, organizational, problem solving and creative thinking skills
- Flexible and willing to work in shift schedules and during weekends
Please email CV to penny.laubscher@kelly.co.za