Workforce Optimisation Manager (CH1157)

• Bachelor's degree in Analytics, Statistics, Computer Science, Finance, or related field or Diploma in Data Analysis / Data Science is advantageous.
• 8 - 10 years of workforce planning and forecasting experience in a large-scale operations (500+ FTE), in-and outbound, multi-channel Contact Centre environment at a managerial level.
• Solid understanding of call centre workforce management tools, principles, and theories
• Capacity planning experience.
• Knowledge of statistics, and experience in using statistical packages for analysing datasets is advantageous.

• Workforce management & Information systems
• Understanding of relevant legislation (e.g., Labour law)
• MS Office Suite: Word, Outlook, Advance Excel
• WFM tools (e.g. Erlang C, TeleOpti, Nice, Genesys, Verint, etc)

• Lead the overall WFM function covering Forecasting, Scheduling, Real-Time Management, Capacity Planning and Reporting & Analytics.
• Design and implement workforce strategies to meet service level agreements and internal operational goals and business targets.
• Ensure accurate and timely delivery of short- and long-term forecasting and capacity planning for voice, chat, email and back-office processes.
• Oversee creation and optimization of schedules, adherence monitoring, and real-time service delivery.
• Implement effective seat optimization strategies within Operations.
• Drive efficiencies in staffing and cost management while meeting Service Level Agreements (SLAs), productivity, and key performance metrics.
• Collaborate with business leaders and cross-functional teams to ensure WFM alignment with business objectives.
• Ongoing stakeholder engagement across all business units to ensure effective execution of strategy.
• Drive process automation, technology adoption (such as NICE IEX, Verint, Genesys WFM, or equivalent tools), and analytics-led decision-making.
• Provide timeous and accurate information for delivery of Operations payroll.

• Design, develop and maintain resource and capacity planning models for all business areas.
• Develop projections of capacity needs based on workload volume forecasts (including growth/efficiencies, planned, unplanned and attrition trending, scheduling practices, business process changes, marketing initiatives etc.).
• Engage operations management on monthly staffing and recruitment requirements based on projection.
• Analyse workforce metrics and trends to identify areas for improvement and support strategic decision-making.
• Provide regular reports and recommendations to operations management on workforce planning performance.
• Participate in reviews and presentations to demonstrate WFM performance and initiatives, and provide input i.t.o scenario-planning for new product/ process implementations.
• Active participation with quality input in Budget process.
• Compliance to relevant and applicable Labour legislation.

• Collaborate cross-functionally on business transformation and digital optimization initiatives with measurable WFM impact.
• Identify, scope, and manage continuous improvement opportunities using data-led insights, propose efficiencies, methodologies or automation tools.
• Track, report and communicate project milestones, risks, and successes to stakeholders and leadership.
• Serve as the WFM lead on strategic business initiatives (e.g. New system led implementation, channel adoption and integration, AI implementation, workforce digitization).
• Champion change management to ensure the successful rollout and adoption of any new workforce processes, systems or technologies.
• Continuously benchmark industry trends to inform innovation in WFM practices and strategic workforce design.

• Builds and drives an engaged culture within the Capfin & Tenacity teams.
• Identifies individual employee growth, training and development needs within Department.
• Conducts regular departmental meetings to ensure high level of communication, teamwork, integration and motivation.
• Ensures that the departmental structures (roles and responsibilities) and resources are in place to support departmental operational performance and objectives.
• Complies with Company performance management policies, procedures, and practices.
• Ensures that the employee objectives are identified, updated, and agreed with by the employee in the Individual Development Plan.
• Conducts Probation Review discussions with new employees to ensure that the employee is integrated into the business and that the performance standards are met during the probation period.
• Coaches and mentors direct reports to ensure that they obtain the required skills and performance standards.
• Conducts periodic performance feedback discussions with direct reports as per the company's Performance Management process.
• Identifies and implements appropriate corrective action to address non-performance by an employee through the performance improvement process to ensure that the performance standards are met within a specified time frame.
• Manage the team's absenteeism in line with the Company's Absence Management Policy i.e. return to work etc.

• Only shortlisted candidates will be contacted. Should you not hear from us after 30 days you may consider your application unsuccessful
• In keeping with our client's employment equity requirements, only South African citizens will be considered.
• Please include your current salary and salary expectations.

Capital H Staffing and Advisory Solutions