WFM - Assistant Vice President

• Job Role Business Leader-Leadership and Management
• Experience (In Years) 9-12
• Job Location Cape Town

Responsibilities

• Manage the WFM Team
• Ensures that Accounts that supports meet SLAs
• Acts as back up to the WFM VP
• Provide effective coaching and feedback to the WFM Managers and/or WFM team to enable them to improve their performance
• Serves as a subject matter expert and mentor the team regarding Capacity Planning, Forecasting and Scheduling, and Real Time Queue Management standards, quality of outputs, problem resolution and critical thinking
• Articulate performance expectations and team objectives while collecting and interpreting balanced measures to evaluate individual staff and team performance
• Provides recommendation on balancing staffing requirements with operational efficiencies and financial goals
• Review and ensure Staffing Plan for all Process is curr...