Website Ignition Group
The Ignition Group is one of Africa's largest providers of technology, media, telecommunication and financial services, and is built around a powerful purpose – to make life better through innovative technology. We approach markets that are traditionally complex and contested, and then simplify the… read morem, making life easier for consumers, and business more efficient for our partners. Ignition, a central business vertical to the Ignition Group, was founded in 2002, by brothers Sean and Donovan Bergsma. Ignition Group, now one of Africa’s largest investors in technology, media, telecommunications and financial services sectors, provides a platform for sustainability and success. With a staff complement of nearly 3 000 people, we have a team of experts in the fields of IT, Finance, Marketing, Human Resources, Sales, Development, Compliance, Customer Care, Training and Support. Ignition Group has built a sound infrastructure to support a number of business verticals within the Group, allowing the business verticals to swiftly develop, innovate, adapt and support our Business Partners and strategies. Quadrant 4, Centenary Building, 30 Meridian Drive, Umhlanga, Durban
The detail
This position will: Workforce Planning and Staffing:
Develop and implement workforce management strategies to ensure optimal staffing levels, including forecasting call volumes, transactional data, and trends.
Manages creation and maintenance of accurate long-term and short-term staffing plans to meet service level and customer satisfaction targets.
Work across multiple areas to manage recruitment, hiring, and onboarding processes to ensure an adequate pool of qualified candidates.
Build and manage an optimal workforce planning team
Forecasting and Budgeting:
Work closely with finance and operations teams to develop accurate budget forecasts related to workforce management.
Contribute to budget planning and ensure adherence to budgetary constraints while maintaining operational excellence.
Drive short, medium and long-term forecasting to ensure financial targets are met.
Ensure the achievement of projected financial targets for the business. Team Leadership and Development:
Lead, mentor, and motivate a team of workforce scheduling management professionals.
Foster a positive work environment that encourages collaboration, innovation, and continuous improvement.
Ensure the provision of training, coaching, and performance feedback to team members to enhance their skills and knowledge.
Communication and Collaboration:
Work closely with call centre managers, supervisors, and agents to align staffing plans with business needs.
Communicate effectively with stakeholders about workforce performance, challenges, and recommended solutions
Continuous Improvement:
Proactively identify opportunities to optimise processes, reduce costs, and enhance the customer experience.
Drive initiatives to implement best practices and innovative strategies in workforce management.
Forecasting Accuracy Improvement:
Lead initiatives to refine forecasting methodologies and enhance the accuracy of call volume and staffing predictions.
Ensure the implementation of advanced analytics and modelling techniques to improve forecast precision.
Change Management:
Drive change management initiatives related to workforce management processes and tools, ensuring smooth transitions and minimal disruption to operations
Partner with HR to manage the impact of changes on employees and address any concerns. Business Continuity Planning: · Participate in the development and maintenance of business continuity plans that outline strategies for maintaining staffing levels and service quality during emergencies or disruptions.
Data Analysis and Insights:
Utilise data-driven insights to recommend process improvements, cost-saving measures, and performance optimisation strategies.
Present regular reports and updates to senior management, highlighting workforce performance and key trends.
Regulatory Compliance:
Stay current with labour laws, industry regulations and compliance requirements to ensure workforce management practices are aligned.
Innovation and Technology Adoption:
Stay abreast of industry trends, emerging technologies, and best practices in workforce management.
Leverage workforce management software and tools to optimise scheduling, forecasting, and performance tracking.
Drive efforts to integrate new tools and technologies that enhance workforce optimisation and operational efficiency.
Enforcing best practices within the contact centre operations.
Education and training:
Professional certification in workforce management, such as:
Certified Workforce Planning Professional (CWPP)
Workforce Management Professional (WMP)
Contact Centre Workforce Management (CCWFM)
Experience:
Minimum 9 years relevant experience in a similar role
Experience analysing data and using statistical modelling for forecasting and scheduling.
Experience working in call centre operations.
Experience in workforce management systems, policies, and procedures
Proven experience with budgets and financial analysis
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Apply via company website ( http://www.ignitiongroup.co.za/ ) or