Workforce Manager - WFM at Keep

Cape Town, Western Cape, South Africa

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Customer Experience, Contact Center, POS Technology, Food DeliveryIndustries

Requirements

5+ years of experience in Workforce Management or related roles in a contact center environment
Demonstrated expertise in forecasting and scheduling principles, with a strong understanding of contact center KPIs
Proficiency with workforce management tools (e.g., NICE, Verint, Genesys) and strong data analysis skills
Flexibility to build complex schedules inside of Google Sheets or Excel
Experience managing teams and a proven track record of developing talent
Excellent communication and interpersonal skills, capable of engaging stakeholders at all levels
Ability to thrive in a fast-paced environment, making informed decisions under pressure
Strong analytical mindset with experience in using data for strategic planning and operational improvement
Bonus: Experience with multi-channel operations and familiarity with emerging technologies in the WFM space

Responsibilities

Develop and implement robust forecasting models and staffing plans that align with business objectives and client expectations
Oversee scheduling for various channels including voice, chat, and email, ensuring optimal coverage and minimizing shrinkage
Monitor real-time performance metrics and quickly realign resources to address inbound volume fluctuations
Collaborate with Operations and Training teams to ensure agent skill sets align with demand
Lead a team of analysts, providing mentorship and support for their career development
Generate and distribute comprehensive performance reports focusing on adherence, occupancy, and utilization metrics
Identify trends and opportunities for process enhancement, implementing solutions to improve efficiencies
Facilitate communication between departments to ensure alignment in operational goals and strategies
Act as the primary point of contact for client inquiries related to Workforce Management
Support any new channel launches or shifts in business strategy with appropriate planning and execution

Skills

Workforce Management

Forecasting

Scheduling

Real-time Management

Performance Metrics

Contact Center Operations

Analytical Skills

Staffing Plans

Service Level Agreements

Reporting

Process Improvement

Team Leadership

Keep

Fintech solutions for Canadian SMB payments

About Keep

Keep Technologies Corp. simplifies financial transactions for Canadian small and medium-sized businesses (SMBs) by offering a suite of web and mobile applications. Their main product is a payment card that can be used both virtually and physically, allowing businesses to manage expenses easily. Unlike traditional banking services that often come with high fees and limited rewards, Keep Technologies provides affordable payment solutions with unlimited cashback rewards. Their business model focuses on competitive rates and eliminating hidden fees, particularly for payments to US vendors. Additionally, they prioritize customer support and seamless integration with existing financial systems, making it easy for businesses to adopt their services. The goal of Keep Technologies is to deliver flexible and cost-effective financial tools that enhance the financial management of Canadian SMBs.

Toronto, CanadaHeadquarters

2021Year Founded

$10.4MTotal Funding

EARLY_VCCompany Stage

FintechIndustries

11-50Employees

Benefits

Health Insurance

Paid Sick Leave

Paid Holidays

Risks

Increased competition from established fintech companies like Stripe and Square.

Regulatory scrutiny in Canada could tighten controls on fintech companies.

Volatility in currency exchange rates could impact Keep's profitability.

Differentiation

Keep offers unlimited cashback rewards, unlike traditional banks with limited rewards.

Their versatile payment card functions both virtually and physically for SMBs.

Keep provides seamless integration with existing financial systems for easy adoption.

Upsides

Embedded finance solutions can expand Keep's reach and customer base.

Open banking in Canada allows Keep to offer personalized financial services.

Real-time payment demand presents an opportunity for Keep to improve cash flow management.

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