Workforce Management Senior Real-Time Administrator at Hollywoodbets

Job Description

Being a part of the Hollywoodbets Purple Team is an opportunity to become a part of one of South Africa’s biggest success stories. From humble beginnings in Durban, Hollywoodbets has grown into a powerhouse brand operating across Africa and the United Kingdom. And that’s just the beginning. Our talented Team is on a mission to increase our global footprint, ready to take on any challenge because at Hollywoodbets, not even the sky is the limit. Join our Team and let’s reach for the stars.

We have an amazing opportunity for a Workforce Management Senior Real-Time Administrator to be based in Umhlanga. Do you think you have what it takes to be our newest Purple Star?

The successful candidate will be responsible for real-time and intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of interactions at the desired service level. They also look after the administrative requirements of the WFM function.

With Hollywoodbets You Will:

Innovate and create as part of a like-minded, authentic Team eager to achieve goals.

Embrace challenges and the thrill of working in a vibrant and fast-paced industry.

Grow with our development plans and culture that allows you to further your career.

You Bring:

• 5 years’ experience within the Workforce Management department.
• 3 years’ experience in an RTA function.
• Advanced knowledge in WFM methodologies and principles across multiple channels.
• Working expertise in MS office, advanced level of proficiency in MS Excel and exceptional data handling skills.
• Working experience on Avaya/CMS, Qstory, Genesys, Verint and Qcontact.

A Bonus to have:

• Diploma/Degree

What You’ll do for the Brand:

• To coordinate, optimize and monitor appropriate staffing allocation and availability of contact centre staff to achieve service level objectives. It must cover all interactions and work functions supported by the WFM systems and would include the update of skills for agents in line with appropriate mandate or if approved by operations. 
• Maintaining the workforce management database - updating staff information on daily.
• Address and escalate adherence issues and contact centre metric anomalies including but not limited to hold time, AHT, ACW, occupancy and utilization as per the departmental process.
• Monitor and adjust intraday forecasts in line with business drivers and actual interaction volume arrival patterns to determine required staffing levels per interval for the rest of that day.
• Plans and facilitates unplanned contingency exception management as deemed necessary and appropriate.
• Representing WFM at senior meetings such as Exco, Manco and Opsco as and when required.
• Drive maximum utilization of additional time to limit operational wastage and to maximize returns, and cost-saving, i.e. are we working/dialing.
• Manage, update and process WFM logs and work items allocated from business, and resolve within TAT SL.
• Run and analyze reports, making recommendations for adjusting staffing levels to contribute to departmental productivity and profitability goals.
• Facilitates real-time discussions with necessary stakeholders and has regular feedback meetings with business.
• Contributes to root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to stakeholders to enhance forecast accuracy and effectiveness.
• Manages schedule change requests and schedule administration updates schedules and responds to escalated issues and ad-hoc requests.
• Providing root-cause analysis and feedback to the business about the reasons for a variance to forecast and escalates if no immediate answer is available. Respond to the urgent need to protect service level.
• Ensures that all reports originating from the department are accurate and reliable.
• To help with the integration and implementation of new contact centre technologies.
• Monitor, communicates and escalates out of line situations putting the business at risk of not achieving the adherence target for the respective business area.
• Upskill and educate team members in support environment on everything WFM related and beyond; skill sharing.
• To have education sessions with the operational teams, including team members, leaders and senior leadership on the principles of WFM process, data and any topic that might become relevant for the support function.
• Auditing of exception management and other tasks performed by the RTAs to ensure best practice and compliance with SOPs.
• Updating of SOPs as and when needed to ensure the most up to date information is always available to all relevant staff members. This would also include keeping the support information updated on our training and communication systems.
• Continuously innovates tasks and processes to find a better way of doing things.
• Follow the WFM communication strategy to keep stakeholders informed.
• To continuously educate clients on WFM performance and knowledge.
• Reports back to senior management as and when required.
• Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and adequately inherent to the position.

What You’ll Bring to the Team:

• Ensure the daily SLA outcomes are achieved.
• Ability to manage data security and accessibility.
• Open to travel from time to time.
• Ensure the quality outcome is achieved
• Strong business acumen.
• Excellent presentation and reporting skills.
• Excellent attention to detail.
• Be highly accountable and trustworthy.
• Strong planning and problem-solving skills.
• Excellent time management and the ability to multi-task.
• Good customer service and communication skills.
• Coaching and developmental