Job Purpose

• Advise the contact centre against trends and business cycles for the TIH Brands. Plan workload with trends and business cycles over the medium term and schedule for forecast in the short term. Monitor real time performance to achieve all associated performance metrics. Examine the short term workforce and staffing needs for TIH Brands.

Responsibilities

• Customer Experience Strategy
• Perform analysis that contribute to the understanding of the needs and expectations of different customer segments and make recommendations with a potential impact on the CXE strategy.
• Utilise historical data, economic trends, and current marketing events to fulfill short, medium and long-term planning across multiple/omni channel environment.
• Analyse daily, weekly and monthly trends to complete projected volumes, average handling time (AHT), occupancies and overheads.
• Analyse and discuss the previous week’s performance and the projected plan in regular standing meeting. Use these meetings to provide feedback to address any gaps about miscommunications or business issues related to systems or marketing.
• Complete impact analysis on new marketing campaigns, business initiatives and projects on the line of business in terms of Service Level Agreements, people and infrastructure.
• Responsible for providing input for the budget headcount submissions annually.
• Insights and Reporting
• Prepare and coordinate the completion of various data and analytics reports.
• Make recommendations for adjusting staffing levels to maximise productivity and profit.
• Work Scheduling and Allocation
• Schedule all agents to ensure that there are the right number of staff coverage.
• Complete the most optimal schedule per line of business and utilise based on volume forecasts and projected trends.
• Manage the scheduling of training by considering Line’s training needs.
• Schedule all necessary business development initiatives to support the business need and ensure that SLA and business is not negatively impacted.
• Complete all schedules and send to Line managers and stakeholders. Take the feedback into account and adjust the workload schedule. Once finalised communicate to all stakeholders.
• Adjust weekly schedule to meet business trends, economic trends and business demands to ensure SLA is met.
• Project and Program Resource Management
• Manage the deployment of project resources, proactively managing project costs, providing forecasts, and presenting variances with narrative at appropriate review points to ensure effective utilisation.
• Manage the predicative scenario to determine optimal resource requirements for business productivity.
• Design according to each business line’s unique requirements based on contractual staffing arrangement.
• Ensure that resources requirements meet business needs and are aligned to overall business unit strategy and meet the SLA.
• Produce campaign and project scenario plans according to relevant business requirement documents.
• Project and Program Stakeholder Engagement
• Build strong stakeholder relationships with transitions department to align business objectives, such as new business and campaigns.
• Communicate best practice in meetings.
• Improvement / Innovation
• Determine trends and make recommendations for continuous improvement, based on daily and weekly reviews.
• Participate in leads meetings with operations management to review staffing and forecasted call volumes as required by business.
• Inform staffing strategy for FTE requirements for Sales and Service.
• Analyse daily Management Information report and provide commentary and reasons to improve the line.
• Identify and implement enhancements to operational processes through the WFM lens therefore driving improved Customer experience.
• Operational Compliance
• Understand and implement Data Governance rules that exist within the Group by engaging with the Line Manager and Group Governance Organisation team through established forums/committees that seeks to create awareness among team members of these existing rules.
• Align all the department’s activities to adhere to the principles, policies, standards and guidelines issued by the DGO. Engage with line manager for understanding and clarity.
• Stay up to date with all schedule trends and best practice.
• Personal Capability Building
• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an in-depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
• Identify further training that is in line with growth for this role and engage with the line manager for approval where required.
• Keep the line manager updated on training and growth process.

Education

• Bachelor of Commerce/Information Technology or equivalent (Essential); Lean Six Sigma Green Belt Certification (Advantageous);  BSc in Maths/Stats or Information Technology, Finance or a related field; BSc Hons (Advantageous)  (Required)

Experience

• 5 or more years’ experience in a Workforce Management department of which three must be in planning and forecasting (Essential);
• Proven track record of variance scores achieved within industry standard range and acceptable to company standards (Essential);
• Understand omni channel blended environments (Essential);
• Previous workforce management experience (Advantageous);
• Experience in the financial services industry (Advantageous).