Workforce Manager

Location Malta
Job Type Permanent
Salary €35000
Reference 34071
Pentasia are currently recruiting for Workforce Manager for a Professional and Outsource Services company based in Malta.
Job Spec:
Planning
  • To manage the production of accurate forecasts both volumes and staffing
  • Consolidation of all plans so that management can have a holistic view across all projects
  • Highlighting areas and periods of risk across contact centre operations
  • Monitoring and communicating of staff ‘overs and under’ to operational management and making meaningful and impactful recommendations
  • Accurate and timely calculations of staff required and support
  • Timely monitoring and communicating of recruitment requirement
  • Ensuring that shrinkage is analysed and understood so that re-forecasting and communication of plans can take place, while retaining historic forecasts for adequate post-mortem analysis

Scheduling
  • Establishing scheduling methodologies and standards
  • Ensuring the provision and compilation of long- and short-term schedules for the contact centre
  • Ensuring best practice and take decisions around the planning/scheduling tools available
  • Real Time Management
  • Establishing the methodology and process to manage schedule adherence
  • Developing a standardized methodology for measuring and reporting adherence and deviations from schedule across all operations.
  • Ensuring the adherence to process in the management of deviations from the schedule
  • Ensuring that shrinkage is managed efficiently across all projects.
  • Reporting and Standards
  • Developing reports to meet the operational requirements and standard reporting requirements
  • Identifying, establishing, and conducting reporting and analysis on operations, using methodology in line with company procedures

People Management
  • Leading by example in living the values of the organisation
  • Ensuring the cluster is fully equipped to handle the work load and distribute work flow
  • Coaching to ensure a full understanding of consequences of errors
  • Requirements:
  • Managerial skills, preferably in a similar role;
  • Excellent interpersonal skills to interact, work and relate effectively with the team;
  • Excellent communication, coaching, and conflict resolution skills.
  • Time and project management skills.
  • Ability to analyze processes and information, identify problems and trends, and develop effective solutions and strategies.

Additional Details :
  • Salary Package : EUR 35,000 + EUR 3, 000 KPI (negotiable based on experience)
  • Hospital Health Insurance
  • Mobile Allowance based on Company scheme
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