Workforce Planning Specialist (Must Speak French)

Job Summary

Primary function will be to create and manage the Workforce Management (WFM) Framework and align staffing to deliver against the overall MAL Care strategy. Defines and delivers WFM strategy, framework, standards, training, and continuous improvement utilizing workforce management metrics and analytics across MAL Care channels at a corporate and In-country level. This is a critical role in ensuring effective resourcing of centers.

  • Minimum Qualification: Degree
  • Experience Level: Mid level
  • Experience Length: 3 years

Job Description

Define and implement Workforce Planning Framework

  • Define and implement the strategic workforce planning framework, process, and metrics to support and deliver against the MAL Care strategy across the various channels 
  • Stay abreast with Workforce Management Best Practices and provide guidance on best practice, standard work, process documentation and centralized KPI definition
Implement Workforce Analysis & Forecasting and Schedule Management and optimizations
  • Provide guidance and consultation regarding forecasting/planning based on forecasting, capacity models and trend analysis to meet Care demands in the most cost-effective approach 
  • Conduct workforce planning analysis to determine what gaps exist between the current and projected workforce needs in the short-term and long-term across MAL Care channels in conjunction with In-country Workforce teams
  • Perform detailed review and analysis of contact Centre/ walk in Centre statistics and trends to develop long-term and short-term forecasting and capacity planning models for staffing, scheduling, and hiring needs.
  • Provide business insight into interaction types to ensure capability exits to deliver against the forecasts.
  • Publication of Schedules and Scheduled Activities delivered and communicated before a specific deadline
  • Assist operations in schedule management and plan shrinkage activities
  • Maintain a calendar, that schedules are worked against - such as - Events, builds, and so on. Analyze and track trends - e.g. AHT, market conditions, call volumes for schedule optimizations.
  • Adherence monitoring flags non-compliance in real-time.
  • Daily/ Weekly/ Monthly/ Quarterly/ Annual reporting to be defined and communicated to all stakeholders
  • Recommend and support continuous improvement opportunities including optimizing processes and staffing requirements in real time to address change in customer contact behavior and incidental business changes
  • What-if analysis can assess the effect of service disruptions and resource constraints
Build estimated workforce / staffing requirements / model
  • By Country: Estimate call center size and staffing requirements by using a call center, including full time, part time, recommended shifts, QA, Sups, FTEs and Part Times or any other required mechanism to handle call peaks, with accuracy
  • Provide recommendations in improving service but reducing cost
Build Capability
  • Oversee and build capability In-country and Regionally to deliver against the Workforce Management Framework
  • Manage and provide guidance to both centralized and de-centralized workforce management staff (Support regional and In-Country Workforce planning resources)
Provide schedule cost analysis and insight
  • Provide budget costs for specific schedules
  • Define and manage Cost Centre framework, such as cost per call, cost per agent, cost per seat

Qualification and Requirements
  • Relevant Degree / Diploma
  • 3-5 years Forecasting call volumes and patterns to determine optimal staffing levels in a multi site call center environment.
  • Experience with Workforce Management software (scheduling, performance tracking, reporting)
  • Ability to communicate both orally and written in French
  • Demonstrated strong analytical skills, with emphasis on forecasting.
  • Ability to Create schedules based on forecast demand and continuously track and respond to spikes in call volumes where necessary.
  • Ability to Adjust daily schedules in line with real time incidents to manage the call volumes
  • Ability to Prepare and analyze performance statistics to achieve and maintain agreed upon service levels (regions have different targets)
  • Ability to engage management to give an overview on the previous weeks’/months’ performance and suggest remedies where applicable.

Technical Competencies
  • Strong leadership skills
  • Customer focus and service orientation
  • Planning and organizing
  • Highly analytical
  • Cultural diversity sensitivity
  • Ability to organize information and have attention to detail
  • Highly organized with an emphasis on accuracy and timeliness
  • Strong verbal and written communication skills
  • Strong presentation skills
Behavioral Competencies 
  • Relationship Building
  • Conflict Resolution
  • Decision Making
  • Critical Appraisal
  • Customer Oriented

Job Location: South Africa 

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