The detail<\/p>\n
This position will: Workforce Planning and Staffing:<\/p>\n
\tDevelop and implement workforce management strategies to ensure optimal staffing levels, including forecasting call volumes, transactional data, and trends.
\n\tManages creation and maintenance of accurate long-term and short-term staffing plans to meet service level and customer satisfaction targets.
\n\tWork across multiple areas to manage recruitment, hiring, and onboarding processes to ensure an adequate pool of qualified candidates.
\n\tBuild and manage an optimal workforce planning team<\/p>\n
Forecasting and Budgeting:<\/p>\n
\tWork closely with finance and operations teams to develop accurate budget forecasts related to workforce management.
\n\t\u00a0Contribute to budget planning and ensure adherence to budgetary constraints while maintaining operational excellence.
\n\tDrive short, medium and long-term forecasting to ensure financial targets are met.
\n\tEnsure the achievement of projected financial targets for the business. Team Leadership and Development:
\n\tLead, mentor, and motivate a team of workforce scheduling management professionals.
\n\tFoster a positive work environment that encourages collaboration, innovation, and continuous improvement.
\n\tEnsure the provision of training, coaching, and performance feedback to team members to enhance their skills and knowledge.<\/p>\n
Communication and Collaboration:<\/p>\n
\tWork closely with call centre managers, supervisors, and agents to align staffing plans with business needs.
\n\tCommunicate effectively with stakeholders about workforce performance, challenges, and recommended solutions<\/p>\n
Continuous Improvement:<\/p>\n
\tProactively identify opportunities to optimise processes, reduce costs, and enhance the customer experience.
\n\tDrive initiatives to implement best practices and innovative strategies in workforce management.<\/p>\n
Forecasting Accuracy Improvement:<\/p>\n
\tLead initiatives to refine forecasting methodologies and enhance the accuracy of call volume and staffing predictions.
\n\tEnsure the implementation of advanced analytics and modelling techniques to improve forecast precision.<\/p>\n
Change Management:<\/p>\n
\tDrive change management initiatives related to workforce management processes and tools, ensuring smooth transitions and minimal disruption to operations
\n\tPartner with HR to manage the impact of changes on employees and address any concerns. Business Continuity Planning: \u00b7 Participate in the development and maintenance of business continuity plans that outline strategies for maintaining staffing levels and service quality during emergencies or disruptions.<\/p>\n
Data Analysis and Insights:<\/p>\n
\tUtilise data-driven insights to recommend process improvements, cost-saving measures, and performance optimisation strategies.
\n\tPresent regular reports and updates to senior management, highlighting workforce performance and key trends.<\/p>\n
Regulatory Compliance:<\/p>\n
\tStay current with labour laws, industry regulations and compliance requirements to ensure workforce management practices are aligned.<\/p>\n
Innovation and Technology Adoption:<\/p>\n
\tStay abreast of industry trends, emerging technologies, and best practices in workforce management.
\n\tLeverage workforce management software and tools to optimise scheduling, forecasting, and performance tracking.
\n\tDrive efforts to integrate new tools and technologies that enhance workforce optimisation and operational efficiency.
\n\tEnforcing best practices within the contact centre operations.<\/p>\n
Education and training:<\/p>\n
\tProfessional certification in workforce management, such as:
\n\tCertified Workforce Planning Professional (CWPP)
\n\tWorkforce Management Professional (WMP)
\n\tContact Centre Workforce Management (CCWFM)<\/p>\n
Experience:<\/p>\n
\tMinimum 9 years relevant experience in a similar role
\n\tExperience analysing data and using statistical modelling for forecasting and scheduling.
\n\tExperience working in call centre operations.
\n\tExperience in workforce management systems, policies, and procedures
\n\tProven experience with budgets and financial analysis<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( http:\/\/www.ignitiongroup.co.za\/ ) or<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"Ignition Group","_company_website":"http:\/\/www.ignitiongroup.co.za\/","_company_tagline":"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\u2019s 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","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[16],"job-types":[12],"class_list":{"0":"post-10446","1":"job_listing","2":"type-job_listing","3":"status-expired","4":"hentry","5":"job_listing_region-kwazulu-natal","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/10446","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=10446"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=10446"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=10446"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}