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Work Force Manager

Job Ref
266118
Job Type
Contracting
Employer Type
Recruitment Agency
Date Added 16 May 2016
Expiry Date 13 Jun 2016
* There has been 1 application to this job.
* This job has been viewed 3095 times.
Employer:
Big Shark Recruitment

Location:
South Africa

Salary:
Market related

Benefits:


Role details:
Workforce manager required for acontact center environment on an on going contract basis to start immediately.
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Scope/Description of the Role

Should have Telecom Industry experience specifically onprocess related to customer service area (desirable)
Manage impact of changes to theContact Centre environment, and obtaining emotional buy-in for the change.
Work withrespective business partners; representatives to assess impact of changes to the Contact Centreperformance.
Should have initiated and led Process Improvement, Customer Service, Customerexperience Projects at Contact Centers.
Should have experience of managing Change scenariosand projects at Contact centers.
Should have experience liaising with multiple siteowners/vendors/business stakeholders across departments (eg. Quality. Training, WFM)
Planand deploy key strategic interventions to minimize the impact on performance, measure effectivenessof change interventions and take course correction actions.
Provide performance andprogress feedback to the management.
Previous experience in managing Contact Centre ServiceCenters
Experience in establishing service process with call centers. Those should coverboth the behavioral and process aspects across all departments.
Must have good knowledge ofContact centre metrics, KPIs and SLAs across departments.
Understand stakeholders’expectations and align the Business Excellence Team’s initiatives with the organizationalgoal;
Build relationships with stakeholder to penetrate and make improvement a part ofeverybody’s thinking;
Ongoing communication with the key stakeholders for aligningthe progress of each initiative in the right direction, on an ongoing basis;
Track andreport the progress of the initiatives to Senior Management on a regular basis;
Identifyand deliver on key strategic high impact improvement projects;
Manage and align theresponsibilities of team members that ensures cohesive effort resulting in successfully meeting theProject teams’ objective
Deliver projects as per agreed timelines; participate andsupport driving other initiatives.

Reportto:
• Directly to Project Leader
Pre Requisite /Experience of the Role

10+ years’ experience inContact Centers, preferably Front Office Customer services
Project managementexperience
Strategic thinking and planning, ability to see the big picture- Must have
Should be flexible to work round the clock and extend if required.
ExcellentCommunication skills (Spoken and Written English)
Certified Lean and Six Sigma Green/BlackBelt would be an added advantage
Expertise using MS office tools, especially Excel(advance) and Power Point (strong  knowledge);
Ability to design solution/initiativesbased on organization’s need.
Contact centre metrics designing expertise
Experience of Transformation / deployment or change management; Good to have
Changemanagement expertise desirable




 
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