Wfm Manager At Teleperformance

Job Summary
An exciting opportunity has arisen for a Planning Manager within the existing Resource Planning Team.The role is pivotal in supporting the planning cycle and optimizing resource against different client demand levels and budget delivery. The right candidate will be the subject matter experts for the campaigns they are responsible for. They will provide direction and leadership to a team of planners through proactive data lead analysis, identifying trends and suggesting areas for improvements. All through application of best practice processes and approaches. Reporting directly to the WFM Director/VP, the successful candidate will be responsible for:
The day-to-day delivery of accurate Contact Forecasting, FTE Requirements and Scheduling short, mid and long range
Leading a team of analysts
Independent management of client relationships
Serve as subject matter expert in all things WFM and able to transfer that knowledge into the team of analysts
Supporting WFM Director/VP with reporting of accounts staffing position and outlook, as well as any project work as and when required

Main Job Requirements
You must be able to demonstrate your ability to plan, prioritise, organise and review the progress of your own work ensuring that all plans are followed and timescales and objectives are met.
You will be able to adapt to a variety of situations whilst understanding and appreciating different and opposing perspectives.
You will be able to demonstrate team management and coaching skills
Ability to integrate into an already successful team
Demonstrate your ability to work under pressure
Open-minded and flexible in dealing with circumstances as they arise
Excellent attention to detail with Excel experience
Committed, enthusiastic, positive, resourceful and resilient

Competencies
Previous experience working and leading a Resource Planning / Workforce Management team
Direct experience of coaching and managing a team
Knowledge of NICE IEX tool required, additional WFM systems knowledge would be an advantage
FTE sizing/Account sizing (Modelling) experience
Advanced MS Excel
Onboarding/offboarding new clients/work type experience an advantage
Open, approachable, a proven team player with strong communication skills
Proven problem solving skills and a sound analytical approach
Ability to manage own workload to meet tight deadlines
Ability to work under pressure whilst maintaining accuracy
Ability to build strong working relationships
Self-motivated with ability to motivate other
Organized and structured in approach
Ability to Forecast/Plan without system, Planning Systems (Verint, IEX, Genesys)
Mentoring/Training/Upskilling RTA's/Planners within the WFM space
WFM Toolkit experience is an advantage
MS Office (Excel, PowerPoint) experience a must. Level intermediate or above

Qualifications and Experience
Minimum 5 years experience
Matric Equivalent

We thank all applicants for their interest. However due to the large volume of applications we receive, only shortlisted candidates will be contacted.