Senior Workforce Manager

1 day ago

Umhlanga, South Africa Rewardsco (Pty) Ltd Full time

Rewardsco Sales is a leading provider of outsourced sales, distribution and after-sales support services to clients in the finance, insurance and telecommunications sectors. We are expanding and require a seasoned Senior Workforce Manager to support the business. This is a key position for the company as the efficiency of our employees is critical to our success. The role encompasses the management of employee productivity whilst maintaining service levels and ensuring customer and partner satisfaction.
The incumbent will be responsible for finding innovative solutions to driving employee efficiency whilst managing employee costs. They will be responsible for forecasting capacity requirements, providing real-time monitoring via available tools and the continuous analysis of current performance. The incumbent will also be responsible for driving attendance initiatives, identifying trends and enhancing reporting capabilities.

This position is a senior role within the organization and requires excellent communication, administration, and analytical skills.

**Minimum Requirements**:

- Post Matric Qualification / Degree preferred in either Financial/HR/ Project Management or equivalent
- 3 to 5 years’ experience in resource planning and trend analysis
- More the 4 years’ experience managing workforce / staffing/capacity planning in a contact center or high production capacity organization

**Knowledge and Skills required**:

- Strong team management skills and effective resource planning
- In depth understanding of workforce management tools, manual forecasting methods and formulas.
- Knowledge of Call Distribution Technology and experience with Forecasting/ Scheduling software
- Working knowledge and understanding of key contact center business performance metrics
- Strong attention to detail/process with strategic thinking and planning skills
- Excellent interpersonal skills including strong listening, written and verbal communication, with ability to communicate with others clearly and professionally
- Advanced MS Office with expert skill in MS Excel for modelling and scenario planning

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