Workforce Manager

7 days ago

Johannesburg, Gauteng, South Africa Synchro Full time

Synchro City of Johannesburg, Gauteng, South Africa

Workforce Manager

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Are you a Workforce Management Manager with experience in Operations Management - Have You Thought of Relocating to Dubai?

Workforce Management Manager (Operations) – Relocate to Dubai – Full Time

Ready to take the next step in your career and work in one of the world's most dynamic and fast-growing financial hubs? Relocate to Dubai and join our esteemed client in the financial sector where you'll play a pivotal role in shaping strategy and business transformation projects.

Why Dubai?
  • Tax-Free Earnings: Maximise your money with a tax-free salary, allowing you to enjoy a high-quality lifestyle whilst earning and saving more.
  • Full Relocation Package: Our client offers a comprehensive relocation package, including flights, accommodation, and assistance in settling into the vibrant Dubai lifestyle.
  • Lifestyle & Growth Opportunities: Dubai offers an unparalleled cosmopolitan lifestyle, world-class infrastructure, and endless opportunities for professional growth.
Job Purpose:

The Operations Workforce Management Manager is responsible for overseeing the end-to-end workforce management process with a focus on strategic planning, workload balancing, and operational efficiency. This role ensures that workforce planning is optimised across both inbound and outbound operations, with an emphasis on back-office processes, workflow optimisation, backlog management, and long-term operational projects.

Key Responsibilities:Strategic Operations Planning & Workforce Management
  • Workload Planning: Develop and implement strategies to effectively manage workload across both inbound and outbound operations.
  • Strategic Forecasting: Forecast both short-term and long-term resource requirements based on expected workload, historical data, and business projections.
  • Cross-Departmental Coordination: Manage workforce requirements across multiple departments.
  • Backlog Management: Oversee the identification, management, and resolution of backlogs in key operational processes.
Process Optimisation & Workflow Efficiency
  • Operational Efficiency: Lead initiatives to optimise workflow processes, reduce inefficiencies, and streamline operations.
  • Process Improvement: Identify, evaluate, and implement continuous improvement strategies.
  • System Optimisation: Manage the evaluation, integration, and optimisation of workforce management systems.
  • Automation: Identify opportunities for automation in both front-end and back-end operations.
Performance Management & Quality Assurance
  • Quality Scores Management: Monitor and drive improvements in quality scores across multiple departments.
  • KPI Tracking: Analyse and report on key performance indicators (KPIs).
  • Data-Driven Decisions: Utilise operational data to make informed decisions.
  • Backlog and Service Level Monitoring: Ensure the timely resolution of backlogs.
Long-Term Project Management & Strategic Planning
  • Long-Term Projects: Lead and manage large-scale, cross-departmental projects.
  • Strategic Initiatives: Develop and execute strategic workforce management initiatives.
  • Business Continuity Planning: Collaborate with senior leadership to develop contingency plans.
Stakeholder Engagement & Cross-Functional Collaboration
  • Cross-Functional Collaboration: Work closely with senior management and department heads.
  • Resource Allocation: Partner with HR and departmental leaders.
  • Leadership Communication: Communicate workforce management strategies to leadership.
Compliance & Risk Management
  • Regulatory Compliance: Ensure all operational processes comply with industry regulations.
  • Risk Mitigation: Identify potential risks within operational workflows.
Key Skills and Competencies:
  • Strategic Planning & Workforce Management: Ability to develop and implement comprehensive workforce management strategies.
  • Operational Efficiency Expertise: Proven track record in optimising processes.
  • Cross-Departmental Management: Experience in managing operations across diverse departments.
  • Project Management: Strong project management skills.
  • Data-Driven Decision Making: Strong analytical skills.
Qualifications & Experience:
  • Education: Bachelor's degree is highly desirable.
  • Experience: Experience working within financial services and other regulated industries at an enterprise scale.
  • At least 5 years of experience in workforce management or operations management within a call centre environment.
Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

Technology, Information and Media

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