Job Description

Summary The WFM Associate Director is responsible for overseeing all aspects of workforce planning, real-time management, and resource optimization across South Africa. The successful candidate will provide leadership to an accomplished workforce management team, collaborate with various departments, and shape the direction of the WFM operating model within country.
Description
What you'll be doing

• Contribute to the development of long-term strategic plans, leveraging WFM insights to shape organizational goals and priorities
• Collaborate closely with cross-functional teams, including Customer Service, Operations, Finance, and IT, to ensure WFM strategies align with overall business objectives
• Implement cost-effective measures while maintaining a high standard of service
• Manage departmental budgets, including labor costs, technology investments, and other resources
• Drive efficiency and effectiveness improvements while maintaining or exceeding service level goals
• Identify and lead process improvement initiatives within the WFM department and related operational areas
• Provide mentorship, coaching, and growth opportunities to nurture talent
• Lead the training and professional development of the WFM team, focusing on developing advanced skills and expertise

• Role Requirements

• Experience in leading large WFM teams across multi-site operatons.
• Strong and proven communication experience with both local & Non-Local clients across the EMEA Region.
• Strong knowledge with WFM tools, ie IEX/Teleopti/CMS/Genesys etc.
• Excellent communication skills, both written and verbal.
• Ability to effectively present information to internal and external associates
• Advanced Microsoft Office skills
• Practical experience of Direct People Management
• Proven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment.
• Demonstrated ability to mentor, coach and provide direction to a team of employees
• Demonstrated ability to take initiative and ownership with focus on continuous improvement
• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team
• Solid understanding of the organization's business operations and industry.
• Demonstrated ability to comprehend, analyse, and interpret. Ability to analyse large quantities of raw data to create strategic action plans

Ideal Candidate Profile

• Experience of working in a large BPO / CX organisation
• Practical Experience of WFM NICE IEX preferred.
• Knowledge of reporting tool and processes.

Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Skills Required