WFM Service Delivery Analyst

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We are looking for an experienced WFM Service Delivery Analyst to support the continued growth and expansion of Foundever™ Cape Town!

The Mission

The Service Delivery Analyst monitors actual vs plan delivery at queue & agent level to ensure that the correct number of agents are available at the right times to achieve the desired service level/KPI and optimizes the plan to drive efficiency within the contact center environment.

About The Job

As a Service Delivery Analyst in the Workforce Management department of our call center, you will play a critical role in ensuring optimal scheduling and staffing levels to meet service level objectives. You will be responsible for monitoring real-time call volumes and agent performance, making necessary adjustments to schedules (including schedule creation /generation), and providing insights and recommendations to improve efficiency and customer satisfaction. Additionally, you will contribute to future weeks' schedule management, optimization, collaborate with cross-functional teams, analyze data, and drive continuous improvement.

Why Foundever™?

At Foundever™, you will find our contact centre jobs surprising. We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career. Your working life is how you spend a large proportion of your time. Why not spend it realising your potential? We focus on you and, with your drive, look to create your best moments.

If you would like to have the opportunity to work with our varied and well-known brands, be part of a brilliant and supportive culture that makes a positive impact in the communities where it operates, have a balanced work-life pattern and competitive salary, we want to hear from YOU!

Key Responsibilities

• Collect information for RTM and execute actions to support service metrics


• Collect relevant program information about KPIs/BTP (Expectations).


• Collect information about What if Scenarios/Alert mechanisms/Escalation guideline for the account.

Queue Management (within the interval)

• Monitor queue


• Manage skills


• Situation management


• BCP situations: Downtime, System issues, etc.


• Routing issues (client side)


• Volume allocation (Load balancing client side)

Intraday Management (throughout the day)

• Planned to delivery governance (Service KPis, Handling capacity, Shrinkage, Handle time, Line adherence)


• Send Staffing Outlook for present day +1 day at the start of shift to share projected plan


• Midday reforecast to share plan vs actual delivery and revised O/U based on trends and run rate


• Schedule Adherence (Agent level) as per contractual KPI’s


• Update shrinkage segments in WFM tool


• Flagging agents out of adherence via Chat groups and other media channels.


• Management of adherence /conformance to improve advisor efficiency.

Additional Detail

• Monitor real-time call volumes, agent availability, and service level metrics to identify trends, patterns, and areas of improvement.


• Make proactive adjustments to agent schedules in real-time to ensure optimal staffing levels and adherence to service level targets.


• Continuously monitor intraday performance, identifying and addressing any deviations from the schedule, and taking necessary actions to minimize service disruptions.


• Communicate with Operations and Team Leaders to address staffing gaps and provide real-time updates on performance and trends.


• Collaborate with real-time adherence specialists to track and manage agent adherence to schedule and performance targets.


• Production of morning, mid-day and EOD performance outlooks -intended to guide the operational stakeholders and clients.

Future Weeks Schedule Managment

• Collaborate with the forecasting team to optimize long-term staffing plans based on real-time insights, historical data, and forecasted call volumes.


• Assist in the creation/generation and maintenance of accurate and efficient agent schedules for future weeks based on forecasted call volumes, service level objectives, and other operational requirements.


• Analyze staffing needs and make recommendations for adjustments to ensure adequate coverage and optimal utilization of resources.


• Work closely with the training team to ensure training schedules align with operational requirements and minimize any potential staffing gaps


• Tacking trends on in-centre /out of centre shrinkage – certain operational metrics that are bespoke to WFM inputs (such as AHT).


• Complete mailbox actions for live week and future weeks to ensure accuracy in associate schedules.


• Production of leave analysis reporting and creating “What if Scenarios “ to support client and operational requirements. 


• Knowledge of local labour laws as well as scheduling principles.

Reporting

• Shrinkage reports


• Deviation Reporting


• Intraday reporting


• Skill/Account level Interval report


• Agent level reporting


• RCA reporting


• Schedule adherence reports


• Feedback to Planning & scheduling


• ID management (if required by client)


• Performance outlooks (morning -mid and afternoon).


• Handle additional responsibilities as assigned by Sr leaders within Foundever.


• Additional reporting to be added should this become a requirement. (Includes post day).

Data Analysis and Reporting

• Conduct analysis of call center data, including historical performance, call volume patterns, and staffing metrics, to identify opportunities for process improvement.


• Prepare and distribute daily, weekly, and monthly reports summarizing key performance indicators such as service level achievement, agent productivity, and schedule adherence.


• Provide insights and recommendations based on data analysis to enhance operational efficiency and improve customer satisfaction.


• Monitor and track schedule performance metrics, such as schedule adherence, utilization, and shrinkage, and provide recommendations for continuous improvement.


• Collaboration and Continuous Improvement:


• Collaborate with cross-functional teams, including Operations, Training, and Quality Assurance, to align scheduling and staffing strategies with overall call center objectives.


• Stay updated on industry best practices and emerging trends in workforce management to drive continuous improvement and innovation.


• Participate in regular meetings and discussions to share insights, discuss challenges, and propose solutions to optimize scheduling efficiency and agent performance.


• Actively contribute to the development and implementation of new processes, tools, and technologies to enhance schedule management and workforce planning capabilities.

Your Profile And Experience

• Previous contact centre experience (required)


• Previous workforce management experience (required)


• Higher education or university degree, with a technical background in mathematics or statistics (desired)


• Proficient in typing and drafting emails


• Knowledge of MS Office is a priority.


• Any knowledge of workforce management tools and software is beneficial.
  ( Calabrio , IEX ,Verint & Genesys would be an advantage)

Key Points

Salary: Dependent on experience (basic salary, paid in arrears)

Benefits: Medical aid and pension

Location: V&A Waterfront or CBD, Cape Town

Contracted Hours: 40 hours per week, on a rotational shift basis - Please note 24/7 shift rotation. Must be willing to work these hours/shifts

Contract Duration: Permanent