Deputy Manager - Wfm - South Africa

Deputy Manager - Wfm - South Africa

13 Jan
|
WNS South Africa
|
Cape Town

13 Jan

WNS South Africa

Cape Town

WNS House Heron Crescent, Century City, Cape Town, Western Cape, South Africa Full-time Company Description WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. Globally, the group’s over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania,





South Africa, Sri Lanka, UK and US. WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people. We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community. Job Description Experience in managing Line Adherence business model is preferred. To manage the Planning team and all facets of the short term to medium term planning such as forecasting, scheduling, RTA and other operational activities while adjusting resources to meet business objectives. Workforce modelling and solutioningForecasts call volume demand and other contact demand volume and manages scheduling of sufficiently skilled staff based on historical and anticipated volume across all clients both short-term, medium-term and long-term.Moderates use of Paid Time Off, leaves of absence and communicates serves as liaison to Staff Accountant/HR Assistant regarding appropriate communication of agent use.Monitors real time contact volume both call and email/chat support and associated service levels and staffing requirements.Trends real time call arrival patterns and adjusts staffing accordingly.Identify call routing anomalies using real time monitoring applications. Oversees and maintains the Workforce Management (WFM) Platform / SystemIdentifies real time call volume interruptions and system outages that impact contact center performance.Escalates contact center interruptions to appropriate business continuity leaders in a timely fashion.Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook)Attention to detailMust be able to travel across multiple sitesMust be able to work flexible hours Qualifications Matric / Grade 12 or international equivalent Call Centre Maths Industry relevant training courses, including WFM processes, terminology and tools A relevant qualification in BA/BS degree required, preferred economics, statistics, business or equivalent education 5 Years’ experience working within a contact center3 Years in a leadership role within WFM4+ years of experience performing RPM functions (capacity planning, forecasting, scheduling, real-time management) in a multi-site contact center environment preferredStrong experience with Workforce Management software (eWFM, IEX, Verint, etc.) that includes forecasting, scheduling, real-time adherence functionality More than 2 years’ experience working within the BPO sector WNS House Heron Crescent, Century City, Cape Town, Western Cape, South Africa

Deputy Manager - Wfm - South Africa

Deputy Manager - Wfm - South Africa

WNS House Heron Crescent, Century City, Cape Town, Western Cape, South Africa Full-time Company Description WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by [...]
Cape Town
13 Jan
    Cape Town
    13 Jan

Deputy Manager - Wfm - South Africa

Deputy Manager - Wfm - South Africa

WNS House Heron Crescent, Century City, Cape Town, Western Cape, South Africa Full-time Company Description WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global cli [...]
Western Cape
14 Jan
    Western Cape
    14 Jan

Deputy Manager - Wfm - South Africa

Deputy Manager - Wfm - South Africa

WNS House Heron Crescent, Century City, Cape Town, Western Cape, South Africa Full-time Company Description WNS Global Services Inc. NYSE : WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients b [...]
Western Cape
16 Jan
    Western Cape
    16 Jan

Deputy Manager - WFM - South Africa

Deputy Manager - WFM - South Africa

Job Description Experience in managing Line Adherence business model is preferred. To manage the Planning team and all facets of the short term to medium term planning such as forecasting, scheduling, RTA and other operational activities while adju [...]
Cape Town
11 Jan
    Cape Town
    11 Jan