WFM Manager

How performance is measured

Financial:

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Manage all internal & third-party recharges pertaining to FTE are achieved monthly and best efforts to drive efficiency to maintain or reduce workforce

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Increase the visibility for WFM services to accounts outside CC and provide services to enhance revenue

Operations:

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Managing all WFM activities for local/shared accounts to ensure consistent delivery with agility and enhanced customer satisfaction

People:

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Team Management & learning Development is tracked & delivered within this FY . 1-2-1, KPI tracking and Team Engagement.

Customer:

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Ensure volume forecast and annual budgets are delivered on time & delivery of monthly review packs with Operations

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Manage the compliance of Genesys WEM application and ISO documentation locally

Safety:

Job Purpose Ensure efficient use of resources through strategic planning to meet service targets. Manage daily and shift-level productivity to consistently achieve service level agreements across calls and multimedia channels while maintaining optimal staffing levels. Core responsibilities include capacity planning for both short- and long-term horizons by forecasting resource needs, analyzing usage trends, and providing actionable insights to inform strategic scheduling decisions. Accountabilities: The accountabilities have been divided into Plan-Deploy-Lead-Execute to enable:

• Maximising the ‘Value added’ and ‘essential’ activities across roles

• Identification of roles whose activities correspond to multiple parts of the value chain

• Reduction in the level of complexity for roles whose focus is on ‘execution’ of the processes

• Ensure aligned accountabilities across similar roles Plan

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Forecast short-, medium- and long-term contact volumes for dnata contact centre businesses. Define, plan and establish resource requirements across all accounts and functions to meet business KPI’s. Create and evaluate new opportunities for improved business performance.

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Determine and deliver efficient agent rostering in compliance with local labour laws, ratios, shrinkages, unexpected staff absences or high volumes to achieve agreed service levels. Optimise seat utilisation. Ensure that rosters consider the work life balance of team members and ensure 100% annual leave utilization by year end. Assist in the development and scheduling of training plans.

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Review current and future business requirements and develop/align processes to help achieve business objectives. Create and maintain scorecards by work stream and lines of business. Lead or support ad hoc projects as required

BUSINESS DOCUMENT This document is intended for business use and should be distributed to intended recipients only.

Deploy

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Manage a direct team of workforce officers and real time coordinators on site. Implement best practice in workforce management and scheduling to deliver maximum productivity and consistency of outcomes.

Lead

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Set performance objectives, review progress and provide feedback to staff within the WFM function. Implement procedures to improve team productivity and performance. Train, coach and mentor the team to empower them to deliver. Effectively manage conflict, performance or conduct issues to a successful conclusion.

Execute

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Manage real-time performance to ensure service levels are met.

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Work with the dnata contact centre finance team to produce and define budgets and input into monthly financial reviews.

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Lead Business Continuity Planning (BCP) initiatives, ensuring uninterrupted operations and seamless service delivery during high-pressure situations and critical events.

Qualifications/ skills/ experience / knowledge Qualifications

• Bachelor's degree

• Knowledge of COPC (Customer Operations Performance Centre) standards an advantage

• Six Sigma qualifications an advantage Experience

• A minimum of 7 years contact centre experience with at least 5 years in a senior workforce management role covering multi-lingual and multi-location operations in a virtualised environment. Proven ability in managing a 24/7/365 workforce is essential.

• Previous experience in forecasting, resource planning, rostering and understanding of key metrics including productivity, occupancy and utilisation is required. Complete understanding of adherence management, attrition forecasting, new hire planning, annual leave planning, optimised training plans and real time management.

• Travel industry knowledge an advantage Knowledge

• Knowledge of contact centre technologies; workforce applications and reporting tools like but not limited to ( Genesys , Nice CX One Connect)

• Knowledge of workforce management principles, methodologies and industry best practices. Skills

• Proficient in contact centre technologies & technical understanding including skilling, prioritisation and IVR.

• Excellent knowledge of workforce management calculations, technologies and key performance indicators.

• Strong analytical and mathematical skills to collect and interpret data to solve problems.

• Excellent written and verbal communication skills, and presentation skills.

• Strong coaching, people, and leadership skills with ability to make sound decisions quickly in a dynamic work environment Operating Environment

• The role is a critical function within a dynamic and sometimes pressured environment. Flexibility in working hours is sometimes required.