WFM Manager at Teleperformance Kenya

Job Summary

An exciting opportunity has arisen for a Planning Manager within the existing Resource Planning Team.The role is pivotal in supporting the planning cycle and optimizing resource against different client demand levels and budget delivery. The right candidate will be the subject matter experts for the campaigns they are responsible for. They will provide direction and leadership to a team of planners through proactive data lead analysis, identifying trends and suggesting areas for improvements. All through application of best practice processes and approaches.  Reporting directly to the WFM Director/VP, the successful candidate will be responsible for: 

• The day-to-day delivery of accurate Contact Forecasting, FTE Requirements and Scheduling short, mid and long range  
• Leading a team of analysts 
• Independent management of client relationships  
• Serve as subject matter expert in all things WFM and able to transfer that knowledge into the team of analysts  
• Supporting WFM Director/VP with reporting of accounts staffing position and outlook, as well as any project work as and when required 

Main Job Requirements 

• You must be able to demonstrate your ability to plan, prioritise, organise and review the progress of your own work ensuring that all plans are followed and timescales and objectives are met. 
• You will be able to adapt to a variety of situations whilst understanding and appreciating different and opposing perspectives. 
• You will be able to demonstrate team management and coaching skills 
• Ability to integrate into an already successful team  
• Demonstrate your ability to work under pressure 
• Open-minded and flexible in dealing with circumstances as they arise 
• Excellent attention to detail with Excel experience 
• Committed, enthusiastic, positive, resourceful and resilient 

Competencies 

• Previous experience working and leading a Resource Planning / Workforce Management team 
• Direct experience of coaching and managing a team  
• Knowledge of NICE IEX tool required, additional WFM systems knowledge would be an advantage  
• FTE sizing/Account sizing (Modelling) experience 
• Advanced MS Excel 
• Onboarding/offboarding new clients/work type experience an advantage  
• Open, approachable, a proven team player with strong communication skills 
• Proven problem solving skills and a sound analytical approach 
• Ability to manage own workload to meet tight deadlines 
• Ability to work under pressure whilst maintaining accuracy  
• Ability to build strong working relationships 
• Self-motivated with ability to motivate other  
• Organized and structured in approach 
• Ability to Forecast/Plan without system, Planning Systems (Verint, IEX, Genesys) 
• Mentoring/Training/Upskilling RTA’s/Planners within the WFM space 
• WFM Toolkit experience is an advantage 
• MS Office (Excel, PowerPoint) experience a must. Level intermediate or above 

Qualifications and Experience 

• Minimum 5 years experience 
• Matric Equivalent  

 We thank all applicants for their interest. However due to the large volume of applications we receive, only shortlisted candidates will be contacted.