Manager: Workforce Management - US Insurance at WSP in Africa

Job Description

• Process related experience:Hands on experience in Forecasting, Planning, SchedulingAble to work on MS-Office –Excel, Word & PPTs
• Has worked on at-least one WFM tool like IEX, Aspect, Blue-Pumpkin etc.
• Exposure to at least one of the Voice ACD tools like Avaya CMS, Nortel, Genesys etc.
• Excellent verbal & written communication & presentation skills
• Good Interpersonal & people management skills with problem solving approach.\
• Aware about COPC Certifications/Audits.
• Hands on experience in Invoicing.
• Aware of Quality tool LEAN, Six-Sigma.
• Preferably Lean and Green belt certified
• Demonstrate Customer Service Skills.
• Responsible for managing team or can be an Individual Contributor Role
• Ensure accuracy and timeliness of deliverables for the respective Vertical/Accounts aligned.
• Assist Operations and Client in Forecasting & Capacity Planning needs.
• Resolving First-level escalations & assess customer’s needs
• Motivating Team through effective management, career development.
• Analysis of reports including process dashboards & initiate appropriate action plans.
• Supporting the Ops/Stake holders on internal and client calls, ensuring value-added inputs are shared.
• Ensure effective planning of Volumes, Resources (Capacity planning and staffing.
• Maintains customer-oriented approach and focus on key deliverable areas.'

Qualifications

• Grade 12
• Experience: 5-7 year and Above

Educational Qualification: Any Graduate/Post Graduate'