Job Details:
MAIN PURPOSE
Monitoring, analysing, forecasting call volumes and scheduling staff accordingly for optimum productivity within the Call centres.
JOB OBJECTIVES
Input and maintain Resource Management changes into Workforce Management system.
Liaising with all role-players regarding resource needs in Call Centres and relevant compliance.
Production of regular internal Forecasting and Scheduling reports to Customer Care Management to show the achieved levels of accuracy and provide an analysis of the contributory factors.
Provide business analysis to support key decisions.
To develop and maintain MIS reports and presentations in adherence with reporting requirements when required.
Initiate and coordinate integration and optimization of the workforce systems usage.
Perform audits on workforce system usage
REQUIREMENTS
Job Knowledge
Call centre metrics is essential.
Workforce Management System knowledge is essential.
Labour legislation knowledge is essential.
Routing is essential.
Statistical methodology is essential.
PC knowledge (Excel) is essential.
Management information systems is desirable.
EDUCATION AND EXPERIENCE
Matric essential*
Tertiary qualification beneficial
2 - 3 Years Call Centre experience is essential.
1 - 2 Years workforce management experience is essential.
*Please note that the onus lies with the candidate to provide Vodacom with substantial evidence to prove that his/her qualification is equivalent to the required NQF (National Qualifications Framework) level for the specific position...
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