Group Manager - WFM

To manage the Planning team and all facets of the short term to medium term planning such as forecasting, scheduling and other operational activities while adjusting resources to meet business objectives. People Development Engagement with Operations Agent & Skill Trend Analysis Employee engagement Talent management Client Relationship Management Innovation and Knowledge sharing with Operations in improving Incident Management Intraday Capacity Planning WFM recommendations, Back fill and Attrition trends Problem Solving Planning & Organizing Risk Management Financial Management Data Analysis Attention to detail Must be able to work flexible hours Matric / Grade 12 or international equivalent Call Centre Maths Industry relevant training courses, including WFM processes, terminology and tools 3 Years in a leadership role within WFM 3-5+ years of experience performing RPM functions (capacity planning, forecasting, scheduling, real-time management) in a multi-site contact center environment preferred Strong 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 More than 3 years’ experience working in a management role All your information will be kept confidential according to EEO guidelines.