Vice President: Workforce Management

at  Believe Resourcing

ABOUT OUR CLIENT:

Our client is a global analytics and digital solutions company serving industries including insurance, healthcare, banking and financial services, media, retail, and others.

KEY REQUIREMENTS:

• Matric
• 8 years working experience in a similar role within a multi-national contact center
• Experience in MS Excel and WFM Software: IEX, Verint, Aspect

ABOUT THE ROLE:

This is a senior leadership role responsible for overseeing the strategic management of the workforce across various departments and locations. This role involves optimising staffing levels, enhancing operational efficiency, and ensuring that the workforce is aligned with the business objectives and client needs.
Package: Up to R1,6M/Annum
Based in Cape Town CBD

KEY RESPONSIBILITIES:

• Workforce Planning: Develop and implement workforce planning strategies to ensure the right number of skilled employees are available to meet business demands.
• Resource Allocation : Efficiently allocate resources based on project requirements, client expectations, and service level agreements (SLAs).
• Capacity Management: Monitor and manage the capacity of the workforce to handle varying workloads, ensuring optimal utilisation of human resources.
• Performance Metrics: Establish and track key performance metrics related to workforce productivity, efficiency, and quality of service.
• Forecasting: Utilise data analytics and forecasting tools to predict future staffing needs and trends, enabling proactive adjustments to workforce planning.
• Collaboration: Work closely with various departments, including Operations, HR, and Client Services, to align workforce strategies with overall business goals.
• Technology Utilisation: Leverage workforce management technologies to streamline scheduling, monitor real-time performance, and enhance overall operational effectiveness.
• Compliance: Ensure adherence to labor laws, company policies, and client-specific requirements in workforce management practices.
• Talent Development: Collaborate with HR to identify training and development needs, ensuring that the workforce is equipped with the necessary skills and knowledge.
• Client Relationship Management: Engage with clients to understand their workforce-related expectations and tailor staffing solutions accordingly.