Website Pepkor Payments & Lending
Pepkor Payments and Lending forms part of the Pepkor Group, and operates as a division of Pepkor Trading (Pty) Ltd, serving as a central support structure for Capfin and Tenacity Financial Services. As part of the Group, we benefit from the group’s size and expertise, affording us the opportuni… read morety to improve organisational efficiency. Our centralised support structure enables us to provide specialised and competitive lending and payment solutions to increase the operational effectiveness, output, and profits of Pepkor retail partners and our own business.
Key Responsibilities:
Workforce Management
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
Business / Operations Management
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
Analyze 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
Projects and Initiatives
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
Leadership and People Management
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.
Requirements
Qualifications and Experience:
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
Apply via company website ( N / A ) or
ppl.mcidirecthire.com