Job Information
Mukuru Workforce Manager in Cape Town, South Africa
Here's a chance to dive into the action as a Workforce Manager in our top-notch Contact Centre in Cape Town!
As the Workforce Manager, you'll be the maestro behind the scenes, orchestrating productivity for our amazing customer support team. Your mission? Assess, analyze, and report on employee productivity at individual, inter-departmental, and department group levels.
If you're ready to bring your A-game to the internal hustle and bustle of the Contact Centre, this role's got your name written all over it!
Duties and Responsibilities (Include but is not limited to):
Define workforce management/workforce optimization
Identify the characteristics that makes staffing challenges unique
List possible sources of planning data
Identify processes for data collection
Describe process of data cleansing and adjustments
Identify business factors that has an impact on call volumes and patterns
Describe contact routing options and the impact it has on data collection and forecasting
Describe the implications of overstaffing and understaffing
Define the purpose and process of forecasting
Calculate trend rates using historical data
Identify seasonal factors for monthly forecasts
Describe the impact of special events on the forecast
Identify handle time and incorporate into the forecast of workload
Calculate daily and half-hourly workload patterns
Identify forecasting short-cuts and when to use them
Identify the impacts of cycles and campaigns on the workload forecast
Assess, analyze, and report on employee productivity
Determine how best to utilise the productivity and skills of each employee using the techniques and theories of workforce management
Ensure the right amount of people is scheduled for each channel, per hour, day, week and month
Define the data gathering and analysis that serves as the foundation of the forecasting process
Develop both long- and short-term forecasts of workload
Perform general people management functions
To manage own professional and self-development
Key Requirements:
Grade 12 or equivalent (Essential)
Degree / Diploma in relevant field (Advantageous)
4+ years of experience in a contact center environment
3+ years previous experience in a Workforce management
3+ Years in data analytics
Capacity Planning experience is preferred
Expert understanding of overall operational activities including phone, email, chat, community and social media support
Knowledge of workforce management tools
Knowledge of forecasting and schedule creation
Knowledge of real time adherence and decision making
Knowledge of Performance Analysis/Metrics
Additional Skills:
Computer literate (MS Office)
Written & verbal communication skills
Problem solving
Judgment and Analysis
Team Player
Interpersonal skills
Presentation skills
Ability to communicate at all levels
Technical skills
I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited” Maybe you are just the future Mukurian we need!!
Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like' environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers.
If you do not receive any response after two weeks, please consider your application unsuccessful.
NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY'S EE TARGET