Job Description

We are looking for a strategic and results driven Workforce Optimisation Manager to lead and manage all aspects of Workforce Management across our Contact Centre operations. This includes forecasting, scheduling, real time management, capacity planning, reporting and analytics. You will drive strategies to ensure optimal staffing and performance while collaborating with leadership to align planning with operational objectives.

Key Responsibilities:

1. Workforce Management

Lead the overall WFM function covering Forecasting, Scheduling, Real-Time Management, Capacity Planning and Reporting & Analytics. Design and implement workforce strategies to meet service level agreements and internal operational goals and business targets Ensure accurate and timely delivery of short- and long-term forecasting and capacity planning for voice, chat, email and back-office processes. Oversee creation and optimization of schedules, adherence monitoring, and real-time service delivery. Implement effective seat optimization strategies within Operations Drive efficiencies in staffing and cost management while meeting Service Level Agreements (SLAs), productivity, and key performance metrics. Collaborate with business leaders and cross-functional teams to ensure WFM alignment with business objectives. Ongoing stakeholder engagement across all business units to ensure effective execution of strategy Drive process automation, technology adoption (such as NICE IEX, Verint, Genesys WFM, or equivalent tools), and analytics-led decision-making. Provide timeous and accurate information for delivery of Operations payroll

2. Business / Operations Management

Design, develop and maintain resource and capacity planning models for all business areas Develop projections of capacity needs based on workload volume forecasts (including growth/efficiencies, planned, unplanned and attrition trending, scheduling practices, business process changes, marketing initiatives etc.) Engage operations management on monthly staffing and recruitment requirements based on projection Analyze workforce metrics and trends to identify areas for improvement and support strategic decision-making Provide regular reports and recommendations to operations management on workforce planning performance Participate in reviews and presentations to demonstrate WFM performance and initiatives, and provide input i.t.o scenario-planning for new product/ process implementations Active participation with quality input in Budget process Compliance to relevant and applicable Labour legislation

3. Projects and Initiatives

Collaborate cross-functionally on business transformation and digital optimization initiatives with measurable WFM impact Identify, scope, and manage continuous improvement opportunities using data-led insights, propose efficiencies, methodologies or automation tools Track, report and communicate project milestones, risks, and successes to stakeholders and leadership Serve as the WFM lead on strategic business initiatives (e.g. New system led implementation, channel adoption and integration, AI implementation, workforce digitization) Champion change management to ensure the successful rollout and adoption of any new workforce processes, systems or technologies Continuously benchmark industry trends to inform innovation in WFM practices and strategic workforce design

4. Leadership and People Management

Builds and drives an engaged culture within the Capfin & Tenacity teams Identifies individual employee growth, training and development needs within Department Conducts regular departmental meetings to ensure high level of communication, teamwork, integration and motivation Ensures that the departmental structures (roles and responsibilities) and resources are in place to support departmental operational performance and objectives Complies with Company performance management policies, procedures, and practices Ensures that the employee objectives are identified, updated, and agreed with by the employee in the Individual Development Plan Conducts Probation Review discussions with new employees to ensure that the employee is integrated into the business and that the performance standards are met during the probation period Coaches and mentors direct reports to ensure that they obtain the required skills and performance standards Conducts periodic performance feedback discussions with direct reports as per the company's Performance Management process Identifies and implements appropriate corrective action to address non-performance by an employee through the performance improvement process to ensure that the performance standards are met within a specified time frame Manage the team's absenteeism in line with the Company's Absence Management Policy i.e. return to work etc.

Qualifications and Experience:

Bachelor's degree in Analytics, Statistics, Computer Science, Finance, or related field or Diploma in Data Analysis / Data Science is advantageous 8 - 10 years of workforce planning and forecasting experience in a large-scale operations (500+ FTE), in-and outbound, multi-channel Contact Centre environment at a managerial level Solid understanding of call centre workforce management tools, principles, and theories Capacity planning experience Knowledge of statistics, and experience in using statistical packages for analysing datasets is advantageous

Functional Competencies:

Workforce management & Information systems Understanding of relevant legislation (e.g., Labour law) MS Office Suite: Word, Outlook, Advance Excel WFM tools (e.g. Erlang C, TeleOpti, Nice, Genesys, Verint, etc)

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