Our client is a leading provider of Business Process Outsourcing (BPO) solutions, dedicated to delivering exceptional services to their clients across various industries. They prioritize quality, innovation, and client satisfaction in all aspects of their operations.
The Workforce Director plays a pivotal role in overseeing the strategic direction, planning and execution of workforce management initiatives. Responsible for optimizing staffing levels, forecasting resource requirements, and implementing strategies to maximize operational efficiency and employee productivity. The Workforce Director collaborates closely with various departments to ensure alignment between business objectives and workforce planning initiatives.
Key Responsibilities:
Develop and maintain workforce planning models to forecast staffing needs based on historical data, business trends, and future projections.
Analyse key performance indicators (KPIs) such as call volumes, handle times, and service level agreements (SLAs) to anticipate resource requirements.
Coordinate with departmental heads to understand upcoming projects, seasonal variations, and other factors impacting staffing levels.
Determine optimal staffing levels across different departments, shifts, and locations to meet service level targets while controlling costs.
Design and implement scheduling strategies to ensure adequate coverage while minimizing overstaffing and understaffing situations.
Monitor real-time adherence to schedules and make adjustments as necessary to maintain service levels and efficiency.
Establish performance metrics and goals for workforce management teams, including accuracy in forecasting, scheduling efficiency, and adherence to schedules.
Conduct regular performance reviews, provide feedback, and implement coaching and development plans to enhance team effectiveness.
Collaborate with HR to develop compensation and incentive programs that reward high performance and drive employee engagement.
Evaluate and implement workforce management software and tools to streamline scheduling, forecasting, and reporting processes.
Leverage technology to automate routine tasks, improve data accuracy, and enhance decision-making capabilities.
Provide training and support to workforce management staff on the use of tools and systems.
Work closely with operations, HR, finance, and other departments to align workforce planning initiatives with organizational goals and objectives.
Collaborate with recruitment teams to ensure timely hiring and onboarding of new employees to meet staffing requirements.
Serve as a subject-matter expert on workforce management issues, providing guidance and recommendations to senior management.
Identify opportunities for process optimization, cost reduction, and efficiency improvements within the workforce management function.
Lead initiatives to implement best practices, standardize processes, and drive continuous improvement in workforce planning and scheduling methodologies.
Foster a culture of innovation and collaboration within the workforce management team, encouraging ideas for enhancing operational effectiveness.
Qualifications and Skills:
Relevant Bachelors degree preferred.
Proven experience in workforce management, workforce planning, or related roles, preferably in a contact center or BPO environment.
Strong analytical skills with the ability to interpret data, analyse trends, and make data-driven decisions.
Proficiency in workforce management software such as Verint, Aspect, or similar tools.
Excellent communication and interpersonal skills, with the ability to collaborate effectively across departments and levels of the organization.
Leadership abilities to motivate and inspire teams, drive performance, and foster a positive work environment.
Strategic thinker with a focus on long-term planning and continuous improvement.
Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
Requirements:
Experience managing senior managers within the workforce space.
Bachelors degree in business administration, Human Resources, Operations Management, or related field; advanced degree preferred.
Matric essential.
Advanced excel essential.
Salary: Market related
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