Key Responsibilities:\u00a0<\/p>\n
Workforce Management<\/p>\n
\tLead the overall WFM function covering Forecasting, Scheduling, Real-Time Management, Capacity Planning and Reporting & Analytics
\n\tDesign and implement workforce strategies to meet service level agreements and internal operational goals and business targets
\n\tEnsure accurate and timely delivery of short- and long-term forecasting and capacity planning for voice, chat, email and back-office processes
\n\tOversee creation and optimization of schedules, adherence monitoring, and real-time service delivery
\n\tImplement effective seat optimization strategies within Operations
\n\tDrive efficiencies in staffing and cost management while meeting Service Level Agreements (SLAs), productivity, and key performance metrics
\n\tCollaborate with business leaders and cross-functional teams to ensure WFM alignment with business objectives
\n\tOngoing stakeholder engagement across all business units to ensure effective execution of strategy
\n\tDrive process automation, technology adoption (such as NICE IEX, Verint, Genesys WFM, or equivalent tools), and analytics-led decision-making
\n\tProvide timeous and accurate information for delivery of Operations payroll<\/p>\n
Business \/ Operations Management\u00a0<\/p>\n
\tDesign, develop and maintain resource and capacity planning models for all business areas
\n\tDevelop 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.)
\n\tEngage operations management on monthly staffing and recruitment requirements based on projection
\n\tAnalyze workforce metrics and trends to identify areas for improvement and support strategic decision-making
\n\tProvide regular reports and recommendations to operations management on workforce planning performance
\n\tParticipate in reviews and presentations to demonstrate WFM performance and initiatives, and provide input i.t.o scenario-planning for new product\/ process implementations
\n\tActive participation with quality input in Budget process
\n\tCompliance to relevant and applicable Labour legislation<\/p>\n
Projects and Initiatives<\/p>\n
\tCollaborate cross-functionally on business transformation and digital optimization initiatives with measurable WFM impact
\n\tIdentify, scope, and manage continuous improvement opportunities using data-led insights, propose efficiencies, methodologies or automation tools
\n\tTrack, report and communicate project milestones, risks, and successes to stakeholders and leadership
\n\tServe as the WFM lead on strategic business initiatives (e.g. New system led implementation, channel adoption and integration, AI implementation, workforce digitization)\u00a0
\n\tChampion change management to ensure the successful rollout and adoption of any new workforce processes, systems or technologies
\n\tContinuously benchmark industry trends to inform innovation in WFM practices and strategic workforce design<\/p>\n
Leadership and People Management<\/p>\n
\tBuilds and drives an engaged culture within the Capfin & Tenacity teams
\n\tIdentifies individual employee growth, training and development needs within Department
\n\tConducts regular departmental meetings to ensure high level of communication, teamwork, integration and motivation
\n\tEnsures that the departmental structures (roles and responsibilities) and resources are in place to support departmental operational performance and objectives
\n\tComplies with Company performance management policies, procedures, and practices
\n\tEnsures that the employee objectives are identified, updated, and agreed with by the employee in the Individual Development Plan
\n\tConducts 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
\n\tCoaches and mentors direct reports to ensure that they obtain the required skills and performance standards
\n\tConducts periodic performance feedback discussions with direct reports as per the company\u2019s Performance Management process
\n\tIdentifies 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
\n\tManage the team\u2019s absenteeism in line with the Company\u2019s Absence Management Policy i.e. return to work etc. \u00a0<\/p>\n
Requirements
\nQualifications and Experience:<\/p>\n
\tBachelor\u2019s degree in Analytics, Statistics, Computer Science, Finance, or related field or Diploma in Data Analysis \/ Data Science is advantageous
\n\t8 – 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
\n\tSolid understanding of call centre workforce management tools, principles, and theories
\n\tCapacity planning experience
\n\tKnowledge of statistics, and experience in using statistical packages for analysing datasets is advantageous<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
ppl.mcidirecthire.com<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/ppl.mcidirecthire.com","_company_name":"Pepkor Payments & Lending","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"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\u2019s 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.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[15],"job-types":[12],"class_list":["post-14909","job_listing","type-job_listing","status-expired","hentry","job_listing_region-western-cape","job-type-full-time"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/14909","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=14909"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=14909"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=14909"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}