Workforce Manager

  • Megan Forg Consulting
  • Cape Town, Western Cape, South Africa
  • Jan 11, 2017
Permanent Administration

Job Description

Location: Cape Town, CBD

Permanent Role


Purpose of Role:

To develop forecasting models and resource schedules for Customer Operations that ensure we continue to offer and improve on the service that we provide to our customers by anticipating expected volumes per channel and staffing effectively to meet the needs of our customers and to support business case decisions impacting SLA and resources.

The role will need to work collaboratively with senior operations stakeholders, as well stakeholders from outside of customer operations, to ensure the business plan informs the customer operations forecast and, in turn, the resource needs of the operations.

Responsible for managing contact routing in an Omni channel environment to ensure an efficient workload and workforce balance by supporting the organizations key values: People First, Principled, Pioneering and Positive




Any external accreditation in Lean, Six Sigma (advantageous)

3 – 5 years Contact Centre experience required

Minimum 3 years’ experience as a Workforce Scheduler/Planner/Manager

Extensive experience with planning, scheduling and forecasting within the contact center environment for both inbound and outbound, Across Multi / Omni Channel environments

Expert level understanding of Workforce management principles such as Erlang C etc

Solid understanding needed of contact center processes and SLA’s

Strong knowledge & experience working with FTE based workforce models & outcomes based workforce models, Experience with managing stakeholders of various levels within an organization

Strong knowledge & experience of various contact center telephony platforms, workforce management tools & outbound diallers.

Knowledge & Experience working with Salesforce

Managing people in a team of Planners, Schedulers and Real Time Analysts (RTA)



Workforce Planning:

Provides the Customer Operations Planning Group with a volume & resource forecast and supports Operations in SLA & resource decision making

Optimises the manner in which our workforce is utilised in order to improve CSAT, drive efficiency and reduce resource costs.

Formulates Agent schedules in consultation with resource managers within agreed timeframes and in line with Contact volumes, Average Handling Times and shrinkage assumptions

Administration of over-time as governed by scheduling process

Records all attrition, absenteeism, leave, sickness, lateness, planned off phone activities and overtime

Reporting And Administration:

Executes reporting packages for agents and teams that provide them with the analysis to improve their key performance indicators (AHT, Schedule Adherence etc.) and supports business growth & operational improvement initiatives

Continuously reviews ways of working, seeking regular feedback from customers and stakeholders on improvement areas


Supports RTA monitoring function

Provides relevant Workforce Management reports as per operational requirements

Ensures accuracy of exception capturing and real time reporting

Reviews adherence and shrinkage reporting on a daily, weekly and monthly basis

Job Level


Salary Range