Successful candidates can expect to be involved in a range of the following:
WFM Design and Implementation
* Lead the design and configuration of WFM scheduling, skills, and system settings to support operational efficiency and staff wellbeing.
* Research and implement underutilised WFM functions to enhance productivity and service delivery.
* Develop processes within WFM that mirror current best practices and align with broader organisational standards.
Training and Upskilling
* Design and deliver accessible training products for Agents, Supervisors, and OC staff using various media (e.g., Stream, PowerPoint, Word).
* Provide one-to-one support and ad hoc guidance to site Team Leaders on WFM queries.
* Promote WFM adoption through stakeholder engagement and tailored upskilling sessions.
Data Analysis and Reporting
* Analyse WFM outputs to design insightful reports that support operational decisions and project planning.
* Provide analytical support to inform project scope, pilot evaluations, and continuous improvement initiatives.
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