Workforce Director

3 weeks ago

Johannesburg, Gauteng, South Africa Surgo Full time
Job Description

**About the Role**

Surgo is seeking a highly skilled Workforce Director to lead our strategic operations team. As a key member of our leadership team, you will be responsible for overseeing the development and implementation of workforce management initiatives that drive business growth and excellence.

**Key Responsibilities**

  • Workforce Planning and Optimization: Develop and maintain advanced workforce planning models to forecast staffing needs, analyze key performance indicators, and coordinate with departmental heads to understand upcoming projects and seasonal variations.
  • Scheduling and Resource Allocation: Determine optimal staffing levels across different departments, shifts, and locations to meet service level targets while controlling costs. Design and implement scheduling strategies to ensure adequate coverage while minimizing overstaffing and understaffing situations.
  • Performance Management and Development: Establish performance metrics and goals for workforce management teams, conduct regular performance reviews, provide feedback, and implement coaching and development plans to enhance team effectiveness.
  • Technology and Process Improvement: Evaluate and implement workforce management software and tools to streamline scheduling, forecasting, and reporting processes. Leverage technology to automate routine tasks, improve data accuracy, and enhance decision-making capabilities.
  • Collaboration and Communication: Work closely with operations, HR, finance, and other departments to align workforce planning initiatives with organizational goals and objectives. Collaborate with recruitment teams to ensure timely hiring and onboarding of new employees to meet staffing requirements.

**Requirements**

  • Relevant Bachelor's degree in business administration, Human Resources, Operations Management, or related field; advanced degree preferred.
  • Proven experience in workforce management, workforce planning, or related roles, preferably in a contact center or BPO environment.
  • Strong analytical skills with the ability to interpret data, analyze trends, and make data-driven decisions.
  • Proficiency in workforce management software such as Verint, Aspect, or similar tools.
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively across departments and levels of the organization.
  • Leadership abilities to motivate and inspire teams, drive performance, and foster a positive work environment.
  • Strategic thinker with a focus on long-term planning and continuous improvement.
  • Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.

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