Senior Specialist, Workforce Management

Senior Specialist, Workforce Management-041UO

Description

Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience. As a Team Lead working onsite in Cape Town, South Africa, you’ll be a part of bringing humanity to business. #experienceTTEC

What You’ll be Doing
Have a passion to solve work puzzles? In this role, you'll bring your creativity and individuality to ensure correct staffing is in place and proper adjustments are made based on the clients' needs. You’ll analyze and compare staffing and revenue reports from the past to prepare daily, weekly, and monthly reports to make recommendations for upcoming months. You’ll ensure scheduling policies are followed as you survey the landscape for what’s ahead and support the business in this key planning role.

During a Typical Day, You’ll

• Pinpoint areas for improvement through monitoring call volumes, managing agent staffing, scheduling processes, and forecasting future needs for a successful client program
• Use your knowledge and understanding of client needs to analyze and prepare staffing reports while comparing new information to old reports
• Forecast and recommend staffing headcounts on a long-term basis

What You Bring to the Role

• 6 months or more data analysis experience
• Associate degree, technical school or equivalent work experience
• Engage and support the team in ensuring they have the proper tools and systems to accomplish day-to-day tasks
• Solution-oriented mindset
• Understanding, interpreting, and manipulating data for reporting

About TTEC

Our business is about making customers happy. Since 1982, we’ve helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world’s leading iconic and disruptive brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to ensure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength.

Job

Operations / Business Support

Primary Location

Cape Town