WFM Associate Director - South Africa

Concentrix; Cape Town; On-site; ZAR 1 200 000 - 1 500 000; Full time

Job summary

A leading global BPO company is looking for a Director of Workforce Management (WFM) to contribute to strategic planning and manage cross-functional teams. The ideal candidate will have extensive experience leading large WFM teams and strong communication skills to engage with clients across the EMEA region. This full-time position offers opportunities for growth and professional development within the organization.

Qualifications

• Experience in leading large WFM teams across multi-site operations.
• Strong and proven communication experience with local & non-local clients.
• Demonstrated ability to mentor, coach and provide direction to a team.

Responsibilities

• Contribute to the development of long-term strategic plans for WFM.
• Collaborate with teams to align WFM strategies with business objectives.
• Manage departmental budgets and drive efficiency improvements.

Skills

Leadership in WFM teams

Communication with EMEA clients

WFM tools knowledge (IEX/Teleopti/CMS/Genesys)

Advanced Microsoft Office skills

Data analysis for strategic planning

Tools

IEX

Teleopti

CMS

Genesys

Job 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 operations.
• Strong and proven communication experience with both local & non-local clients across the EMEA Region.
• Strong knowledge with WFM tools, i.e. 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 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.

Seniority level

Director

Employment type

Full-time

Job function

Human Resources

Industries

IT Services and IT Consulting