Senior Executive-Workforce Management-WFM

Responsible for intra-day management processes for operations located in Cape Town, South Africa. To achieve business service level objectives efficiently. Create and manage reports for internal and external customer.

• Role & Responsibilities:
• • Efficiently monitor and manage intra-day staffing, service level and line adherence
• • Provide timely, accurate reports on intra-day performance.
• • Monitor and drive schedule adherence.
• • Communicate effectively with internal and external customers.
• • Perform other duties and assignments as directed.

General Skills:
• Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail.
• Incident management skills
• Solid critical thinking, problem solving, and interpersonal skills.
• Demonstrates ability to give and receive feedback with peers and business partners.
• Must demonstrate sound arithmetic, analytical and problem-solving ability.
• Excellent verbal, written and comprehension skills.
 

• Technical Skills:
• • Strong Excel skills. Ability to scrub, dissect and shape data, create customized reports.
• • Knowledge of WFM systems such as eWFM, Verint/BluePumpkin, IEX, CMS, Genesys and ASPECT etc.

Criteria:

General Skills:
• Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail.
• Incident management skills
• Solid critical thinking, problem solving, and interpersonal skills.
• Demonstrates ability to give and receive feedback with peers and business partners.
• Must demonstrate sound arithmetic, analytical and problem-solving ability.
• Excellent verbal, written and comprehension skills.
 

• Technical Skills:
• • Strong Excel skills. Ability to scrub, dissect and shape data, create customized reports.
• • Knowledge of WFM systems such as eWFM, Verint/BluePumpkin, IEX, CMS, Genesys and ASPECT etc.

Must have a minimum of 1 year RTA experience 

Must have Grade 12/Matric