Job Details
Employer: Hollywoodbets
Division: Other Roles
Business Unit: Hollywoodbets Purple Team
Minimum Experience: Mid-Senior
Company Primary Industry: Entertainment
Job Functional Area: Operations
Job Title: Workforce Management Senior Real-Time Administrator
About the Role
Join Hollywoodbets as a Workforce Management Senior Real-Time Administrator based in Umhlanga. The role involves real-time and intraday management of resources to ensure optimal staffing levels, administrative requirements of the WFM function, and representing WFM at senior meetings.
Key Responsibilities
Workforce Management
- Coordinate, optimize, and monitor staffing allocation to achieve service level objectives.
- Maintain workforce management database and update staff information.
- Address and escalate adherence issues and metric anomalies.
- Monitor and adjust intraday forecasts based on business drivers and interaction volume.
- Facilitate unplanned contingency exception management.
- Represent WFM at senior meetings when required.
- Manage additional time utilization to maximize returns and cost-saving.
Administrative Duties
- Process WFM logs and work items within TAT SL.
- Run and analyze reports to recommend staffing level adjustments.
- Manage schedule change requests and administration updates.
- Ensure accuracy and reliability of department reports.
- Assist with integration and implementation of new contact center technologies.
- Audit exception management and tasks performed by RTAs to ensure compliance with SOPs.
- Update SOPs as needed and innovate tasks and processes.
Stakeholder Engagement
- Facilitate real-time discussions and feedback meetings with business stakeholders.
- Contribute to root-cause analysis and provide feedback to enhance forecast accuracy.
- Educate team members and operational teams on WFM principles and processes.
Performance Management
- Ensure daily SLA outcomes are achieved.
- Manage data security and accessibility.
- Maintain quality outcomes and strong business acumen.
- Present reports and communicate WFM performance to stakeholders.
- Assume other duties as required.
What You’ll Bring to the Team
- Strong business acumen and attention to detail.
- Excellent presentation, reporting, and communication skills.
- Accountability, trustworthiness, and strong planning abilities.
- Excellent time management and multitasking skills.
- Coaching and developmental skills.
Please note: Only candidates who meet the stipulated minimum requirements will be considered. Apply now and unleash your potential with Hollywoodbets!