Workforce Management and Reporting Specialist at KingMakers

What You Will Be Doing:  

• Monitor and analyse call volume projection functions, forecasting call volumes and staffing needs in a timely and accurate manner to improve operational efficiencies. 
• Measures and monitors dips and spikes in Service Levels, Abandoned Rate, Occupancy, AHT, Absenteeism, Schedule Adherence, and other metrics. 
• Oversees all scheduling (i.e., shift schedules, training, vacation, meeting, overtime, etc.) with regards to the Contact Centre and Back Office unit to ensure that service and productivity are met in a timely and efficient manner. 
• Prepare periodic management reports that tracks key operational performance metrics including trend and ratio analysis. 
• Collaborate with Contact Centre Management to identify opportunities for overall improvement of service levels, key performance indicators and resource utilization 
• Provide daily, weekly, monthly performance reports for the contact centre, back office, and other departments within customer Experience. 
• Monitors site to ensure optimal staffing levels. 
• Administers volume contingency action plans as deemed necessary and appropriate. 
• Facilitates real-time discussions with necessary stakeholders. 
• Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness. 
• Create and drive the implementation of policies and procedures to standardize specific Workforce management functions and processes. 

What You Need for This Role:  

• Workforce Management experience in a multi-channel contact centre environment 
• Experience in analysis and reports  
• Communication (written, verbal, Inter-personal) 
• Critical Thinking & Problem-solving skills. 
• Deep understanding of contact centre operations, metrics, and their effect on staffing 
• Microsoft Excel spreadsheets experience with Functions, importing/exporting, and manipulating data 
• Presentation Skills 
• Experience utilizing a major ACD system. 
• Experience with forecasting / scheduling software 
• Knowledge in Automatic Call Distribution (ACD) technology 

How you do it – Expectations for fulfilling your role:

As a general rule at KingMakers we want people to be: 

• Customer Focus: We keep the customer at the center of everything we do.  
• Passion & Dedication: We are passionate about what we do, employing only smart, honest, dedicated, and results oriented team players.  
• Openness, Honesty & Directness: We embrace a culture of candor and work together towards the right solution whilst being open, honest, and willing to give and receive feedback, judgment-free. We play the ball, not the person.  
• Innovation & Big Thinking: We think like owners. If we see a problem, we find a solution. We are pragmatic and always strive to do more with less.  
• Speed & Focus: We plan, we strategize, but mostly, we DO. Without doing there is no progress, we can always change direction but only if we start moving. Fast beats slow.  
• Low Ego: The best solutions are achieved when we leave our egos at the door. We always seek opportunities to learn in every situation. No job too small.  
• Fun: On balance, we believe in having fun whilst working. We maintain perspective as best as we can, and together, we celebrate our successes.