Workforce Director

1 month ago

Johannesburg, South Africa Surgo Full time

Our client is a leading provider of Business Process Outsourcing (BPO) solutions, dedicated to delivering exceptional services to their clients across various industries. They prioritize quality, innovation, and client satisfaction in all aspects of their operations.

The Workforce Director plays a pivotal role in overseeing the strategic direction, planning and execution of workforce management initiatives. Responsible for optimizing staffing levels, forecasting resource requirements, and implementing strategies to maximize operational efficiency and employee productivity. The Workforce Director collaborates closely with various departments to ensure alignment between business objectives and workforce planning initiatives.

Key Responsibilities:

1. Develop and maintain workforce planning models to forecast staffing needs based on historical data, business trends, and future projections.

2. Analyse key performance indicators (KPIs) such as call volumes, handle times, and service level agreements (SLAs) to anticipate resource requirements.

3. Coordinate with departmental heads to understand upcoming projects, seasonal variations, and other factors impacting staffing levels.

4. Determine optimal staffing levels across different departments, shifts, and locations to meet service level targets while controlling costs.

5. Design and implement scheduling strategies to ensure adequate coverage while minimizing overstaffing and understaffing situations.

6. Monitor real-time adherence to schedules and make adjustments as necessary to maintain service levels and efficiency.

7. Establish performance metrics and goals for workforce management teams, including accuracy in forecasting, scheduling efficiency, and adherence to schedules.

8. Conduct regular performance reviews, provide feedback, and implement coaching and development plans to enhance team effectiveness.

9. Collaborate with HR to develop compensation and incentive programs that reward high performance and drive employee engagement.

10. Evaluate and implement workforce management software and tools to streamline scheduling, forecasting, and reporting processes.

11. Leverage technology to automate routine tasks, improve data accuracy, and enhance decision-making capabilities.

12. Provide training and support to workforce management staff on the use of tools and systems.

13. Work closely with operations, HR, finance, and other departments to align workforce planning initiatives with organizational goals and objectives.

14. Collaborate with recruitment teams to ensure timely hiring and onboarding of new employees to meet staffing requirements.

15. Serve as a subject-matter expert on workforce management issues, providing guidance and recommendations to senior management.

16. Identify opportunities for process optimization, cost reduction, and efficiency improvements within the workforce management function.

17. Lead initiatives to implement best practices, standardize processes, and drive continuous improvement in workforce planning and scheduling methodologies.

18. Foster a culture of innovation and collaboration within the workforce management team, encouraging ideas for enhancing operational effectiveness.

Qualifications and Skills:

- Relevant Bachelors 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, analyse 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.

Requirements:

- Experience managing senior managers within the workforce space.

- Bachelors degree in business administration, Human Resources, Operations Management, or related field; advanced degree preferred.

- Matric essential.

- Advanced excel essential.

Salary: Market related

#J-18808-Ljbffr

  • Workforce Skills Director

    6 months ago

    Johannesburg, South Africa NTT Ltd. Full time

    NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future. In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve...

  • Strategic Sales Director for Medical Sector

    2 days ago

    Johannesburg, Gauteng, South Africa ALOS Innovative Workforce Solution Full time

    Job Title: Strategic Sales Director for Medical SectorAbout ALOS Innovative Workforce SolutionWe are a leading provider of innovative workforce solutions, dedicated to delivering exceptional results in the medical sector. Our team is passionate about making a difference, and we're seeking a skilled professional to join us as our Strategic Sales Director for...

  • Payroll Compliance Director

    4 days ago

    Johannesburg, Gauteng, South Africa TalentCru Full time

    About the RoleTalentCru is a leading workforce solutions company, driven to grow people, businesses and economies through connections that allow them to realize their potential. We are currently seeking an experienced Payroll Compliance Director to join our team in Gauteng.

  • Commercial and Marketing Director

    30 minutes ago

    Johannesburg, Gauteng, South Africa Liham Consulting Pty (Ltd) Full time

    Job Title: Commercial and Marketing DirectorAt Liham Consulting Pty (Ltd), we are seeking a highly experienced Commercial and Marketing Director to lead our commercial team. The successful candidate will be responsible for developing, managing, leading, and reporting on sales incentives.The ideal candidate will have a minimum of 5-8 years of experience in...

  • Regional Sales Director

    3 weeks ago

    Johannesburg, Gauteng, South Africa ALOS Innovative Workforce Solution (Pty) Ltd Full time

    Job Title: Regional Sales DirectorWe are looking for a dynamic Regional Sales Director to lead our sales team in the region. As Regional Sales Director, you will be responsible for developing and executing the sales strategy for the region, managing a team of sales professionals, and driving sales growth. Key Responsibilities:* Develop and execute a sales...

  • Senior Sales Director

    1 week ago

    Johannesburg, Gauteng, South Africa ALOS Innovative Workforce Solution (Pty) Ltd Full time

    Company OverviewALOS Innovative Workforce Solution (Pty) Ltd is a leading provider of innovative workforce solutions.Salary: R1 200 000 - R1 500 000 per annumJob DescriptionThe Regional Sales Manager will be responsible for leading the regional sales department, defining its goals in accordance with the company's country business strategy. They will generate...

  • Operations Director

    6 months ago

    Johannesburg, South Africa Quantanite Full time

    **Exciting Leadership Opportunity at Quantanite: Director of Operations** **About Us**: Quantanite is a global leader in business process outsourcing (BPO) and customer experience (CX), dedicated to revolutionizing service delivery through innovation and exceptional client-centric strategies. With over 1,500 professionals across multiple continents, our...

  • Compliance Director

    2 weeks ago

    Johannesburg, Gauteng, South Africa FOUR POINT 0 Full time

    At FOUR POINT 0, we seek a highly skilled Compliance Director to lead our regulatory initiatives. The successful candidate will be responsible for ensuring our operations comply with all applicable legal and regulatory requirements.Key ResponsibilitiesMonitor and enforce compliance with regulatory requirements and internal policies across the...

  • Sales and Marketing Director

    3 weeks ago

    Johannesburg, Gauteng, South Africa ALOS Innovative Workforce Solution Full time

    Job Title: Regional Sales ManagerJob Summary:We are seeking a skilled Regional Sales Manager to lead our sales department and drive business growth in the region. The ideal candidate will have a proven track record in sales and customer management, with a strong understanding of the medical sector and its requirements.Key Responsibilities:Lead the sales team...

  • Segment Director

    5 months ago

    Johannesburg, South Africa Tsebo Group Full time

    **About Us**: We are in search of a seasoned Segmental Director with strong operational catering management experience the the Healthcare sector. As the Segmental Director - Healthcare sector, you will be responsible for leading the development and execution of the Tsebo Catering and Healthcare segment strategy with a view to creating shareholder value as...

  • Commercial Director

    2 weeks ago

    Johannesburg, Gauteng, South Africa Liham Consulting Pty (Ltd) Full time

    Key ResponsibilitiesWe are seeking a seasoned Commercial Director to lead our commercial team, driving sales, marketing, and business development initiatives.The ideal candidate will have a proven track record in Commercial & Marketing Management, with a strong understanding of business analysis, risk management, and workforce management.Key responsibilities...

  • Chief Marketing Director

    2 weeks ago

    Johannesburg, Gauteng, South Africa TalentCru Full time

    TalentCru is seeking a seasoned Chief Marketing Director to lead our marketing efforts and drive growth. Key Responsibilities:Develop and execute a comprehensive marketing strategy to enhance brand visibility and engagement.Collaborate with divisions and sales teams to formulate marketing plans that align with the business strategy.Oversee marketing events,...

  • HR Director

    5 months ago

    Johannesburg, South Africa RPO Recruitment Full time

    **Responsibilities**: - Develop and implement HR strategies and initiatives that align with the company's overall goals and objectives - Oversee the entire recruitment process for logistics professionals, including sourcing, screening, and interviewing - Collaborate with hiring managers to understand their specific recruitment needs and provide guidance and...

  • Regional Sales Director

    1 month ago

    Johannesburg, Gauteng, South Africa ALOS Innovative Workforce Solution (Pty) Ltd Full time

    Job Title: Regional Sales ManagerAre you a seasoned sales professional looking for a new challenge? Do you have a proven track record of driving sales growth and leading high-performing teams? We are seeking an experienced Regional Sales Manager to join our team at ALOS Innovative Workforce Solution (Pty) Ltd.Key Responsibilities:Develop and implement...

  • Strategic Mine Director

    3 weeks ago

    Johannesburg, Gauteng, South Africa HR Genie Full time

    Job Title:Strategic Mine DirectorJob Summary:HR Genie is seeking a highly skilled Strategic Mine Director to oversee the operations of a leading gold mine. As a key member of our team, you will be responsible for driving productivity and ensuring the mine's long-term sustainability and profitability while adhering to environmental and safety standards.Key...

  • Regional Managing Director

    7 months ago

    Johannesburg, South Africa ASL Global Full time

    **Job Purpose** The Regional Managing Director will lead the teams that are dedicated to the servicing of the day-to-day business and our customers across the MEA region. The Regional Managing Director needs to be commercially focused and take accountability for all operational activity ensuring the delivery of expected services, revenue and margin targets....

  • Managing Director

    5 months ago

    Johannesburg, South Africa Tsebo Group Full time

    **About Us**: We are in search of a seasoned Managing Director to be responsible for leading the development and execution of the TsAfrika strategy in line with the Tsebo Catering strategy. You will be ultimately responsible for all day-to-day management decisions and for implementing the business’s long and short-term plans. As a leading African...

  • Segment Director

    6 months ago

    Johannesburg, South Africa Tsebo Group Full time

    **About Us**: Are you a dynamic and visionary leader with a passion for the Education sector? Do you have a proven track record in managing clients and delivering exceptional Catering solutions? If so, we have an exciting opportunity for you as a Segment Director - Education Sector in Tsebo Catering Solutions. As the Segment Director, you will play a vital...

  • Sales Director

    5 months ago

    Johannesburg, South Africa Tsebo Group Full time

    **About Us**: We are in search of a suitable applicant who will be responsible for directing all sales activities within Thorburn Security Solutions ensuring the year on year sales growth for the business. In addition to the growth the Sales Director holds overall responsibility for the account management team ensuring all client accounts are managed...

  • Strategic Human Resources Director

    2 weeks ago

    Johannesburg, Gauteng, South Africa Talent 101 Full time

    Job Title: Strategic Human Resources DirectorTalent 101 seeks a highly skilled Strategic Human Resources Director to lead its HR functions. The ideal candidate will have a deep understanding of HR strategies and be able to drive business growth through effective people management.Key Responsibilities:Align HR strategies with the overall business objectives...