Workforce Manager, Africa at Sun King (Formerly Greenlight Planet)

About the Role

• Our company is seeking a Workforce Manager to assist in our customer contact center.
• In this role, it is essential to manage customer happiness and service levels while working to reduce business costs and boost the efficiency of our employees.
• One of the main functions of this position is forecasting our staffing needs, so you will need to consider contact volume, headcount requirements, and time-off requests.
• Our ideal candidate is someone who can encourage a high standard of care to our customers, provide positive support and encouragement to our employees, and understand our financial needs. This often requires real-time monitoring and oversight of employees.

What You Would be Expected to Do

• Forecasting, scheduling, and ensuring staffing levels are sufficient to meet service and productivity goals. Additional responsibilities include implementing call center initiatives, managing utilization trends and proposing operational improvements
• Supervision and development of Workforce Management strategies within the call center operations.
• Analyzes workforce performance, lead analysis and staffing change data for continuous quality and productivity improvement
• Coordinate and publish all reporting related to Workforce
• Make strategic recommendations to call center  management  – with close focus on Voice of customer for all customer touchpoints
• Participates in strategic planning and goal development
• Coordinate with team managers in relations to post and pre working hrs optimization of productive hours
• Oversees technology and process improvements to ensure high customer satisfaction and cost effectiveness
• Effectively manage and align workforce inputs in call center management needs during appraisal reviews and coordination with HR
• Completes special projects as needed.

You Might be a Strong Candidate If You

• HND / B.Sc in a Business-related field
• 5+ years of direct experience in Workforce management and analytics in a set up with 500+ agents across multiple countries. Experience in Omni-channel queue management a plus (email/social media/Calls).
• 5+ years supervisor experience is required. Ability to write reports, business Insights with our data Intelligence team, and produce manuals.
• Must demonstrate ability to communicate effectively, both orally and in writing at all levels.
• Strong analytical skills and attention to detail. 
• Proficient in the use of technology applications including but not limited to Excel, Word, PowerPoint, business intelligence tools (Looker, Tableau preferred) and GSuite
• Experienced use and/or implementation of CRM, IVR, ACD, WFM, dialers and general customer management IT and telephony systems
• Strong Interpersonal Skills & People Centric.

What We Offer

• An opportunity to grow as a professional in a dynamic, fast-growing, high impact industry; 
• The chance to work in an open-minded, collaborative culture surrounded by enthusiastic Greenlighters who are driven by the challenge of continuously innovating and growing a smart, sustainable business with profound impact on the world;  
• A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds. 
• Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Greenlight Academy.