Workforce Manager Africa at Sun King (Formerly Greenlight Planet)

We are seeking for a Workforce Manager to assist in our customer contact center. In this role, it is essential to manage customer satisfaction and service levels while working to reduce business costs and boost the efficiency of our employees. One of the main functions of this position is forecasting our staffing needs, so you will need to consider contact volume, headcount requirements, and time-off requests. Our ideal candidate is someone who can encourage a high standard of care to our customers, provide positive support and encouragement to our employees, and understand our financial needs. This often requires real-time monitoring and oversight of employees.

What you would be expected to do

• Forecasting, scheduling, and ensuring staffing levels are sufficient to meet service and productivity goals. Additional responsibilities include implementing call center initiatives, managing utilization trends and proposing operational improvements
• Supervision and development of Workforce Management strategies within the call center operations.
• Analyzes workforce performance, lead analysis and staffing change data for continuous quality and productivity improvement
• Coordinate and publish all reporting related to Workforce
• Make strategic recommendations to call center  management  – with close focus on Voice of customer for all customer touchpoints
• Participates in strategic planning and goal development
• Coordinate with team managers in relations to post and pre working hrs optimization of productive hours
• Oversees technology and process improvements to ensure high customer satisfaction and cost effectiveness
• Effectively manage and align workforce inputs in call center management needs during appraisal reviews and coordination with HR
• Completes special projects as needed.

You might be a strong candidate if you

• Have a bachelor's degree in a business-related field or equivalent experience
• Have at least 3-5+ years of direct experience in Workforce management and analytics in a set up with 500+ agents across multiple countries. Experience in Omni-channel queue management a plus (email/social media/Calls).
• Have a minimum of 2+ years supervisor experience is required. Ability to write reports, business Insights with our data Intelligence team, and produce manuals.
• Demonstrate ability to communicate effectively, both orally and in writing at all levels.
• Have strong analytical skills and attention to detail. 
• Are proficient in the use of technology applications including but not limited to Excel, Word, PowerPoint, business intelligence tools (Looker, Tableau preferred) and GSuite
• Are experienced in the use or implementation of CRM, IVR, ACD, WFM, dialers and general customer management IT and telephony systems
• Have strong interpersonal Skills & are people centric