Workforce (WFM) Administrator

About the Role

Takealot Group, South Africa's prominent online retailer, is seeking a dedicated Workforce Administrator to join their Cape Town-based operations. As a rapidly expanding and energetic organisation, Takealot is on the lookout for bright, industrious, and innovative individuals eager to contribute to their success. This position offers a stimulating environment where you'll be challenged to build something significant, coupled with competitive market-related benefits.

The Workforce Administrator will play a crucial role in ensuring the smooth and efficient operation of the contact centre. Your primary responsibilities will involve the meticulous management of scheduling, aiming for both accuracy and punctuality. This includes:

• **Managing Schedule Exceptions:** You will be responsible for processing and overseeing all schedule exceptions and adjustments on a daily basis, ensuring that the workforce is optimally deployed.
• **Data Integrity:** Respond promptly and accurately to various requests, such as time-off applications and schedule modifications, to maintain the integrity and timeliness of workforce data.
• **Real-Time Monitoring:** Keep a close watch on real-time and intra-day operational activities to ensure that all performance targets are consistently met.
• **Adherence Tracking:** Accurately monitor and manage contact centre schedule adherence, identifying any deviations and addressing them proactively.
• **Performance Analysis:** Conduct detailed analysis of performance data to identify opportunities for improvement and recommend effective solutions.
• **Reporting:** Prepare and distribute comprehensive daily, weekly, monthly, and ad-hoc reports to management, providing key insights into workforce performance.
• **Collaboration:** Cultivate strong working relationships across the organisation to facilitate efficient problem-solving and effective resolution of any issues that may arise.

What They're Looking For

To excel in this role, candidates will need a solid foundation in customer service and a keen eye for detail. The essential qualifications and attributes include:

• **Educational Background:** A Senior Certificate or equivalent higher qualification is required.
• **Experience:** A minimum of 18 months in a customer service-related role, ideally within a contact centre or similar environment.
• **Communication Skills:** Excellent verbal and written communication capabilities are paramount for liaising with colleagues and reporting on findings.
• **Accuracy and Attention to Detail:** A high degree of accuracy in your work is non-negotiable, alongside exceptional attention to detail to ensure all task are completed flawlessly.
• **Interpersonal Skills:** The ability to foster open, two-way communication is vital for effective teamwork and problem resolution.
• **Technical Proficiency:** Candidates must be proficient in Microsoft Excel and will be required to complete an in-house skills-based assessment to demonstrate this.

This role demands an individual who is not only organised and detail-oriented but also proactive in identifying and addressing challenges. As a Workforce Administrator at Takealot, you will be instrumental in optimising the efficiency of a dynamic and growing business. In South Africa, roles like this typically fall within the administrative and operations support sector, with remuneration varying based on experience and the specific complexities of the role. Common employers include large retail groups, financial institutions, and telecommunications companies, offering potential career progression into operations management or specialised HR functions.

• Senior Certificate or Higher
• 18 months + customer service experience in related positions
• Excellent verbal and written skills
• High accuracy of work; fosters open two-way communication
• Exceptional attention to detail
• Must complete in-house Excel skills-based test