WFM Associate Director - South Africa

Concentrix; Simon's Town; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A global customer experience firm seeks a WFM Associate Director in Simon's Town, South Africa. This role focuses on developing strategic plans for workforce management, collaborating with various departments to align on objectives, and managing departmental budgets. The ideal candidate will have experience in leading large teams in a BPO environment, strong communication skills, and proficiency in key WFM tools. This position offers the opportunity to drive continuous improvement and mentor a dedicated team.

Qualifications

• Experience in leading large WFM teams across multi-site operations.
• Strong communication skills with local & non-local clients across EMEA.
• Practical experience of direct people management.

Responsibilities

• Develop long-term strategic plans using WFM insights.
• Collaborate with cross-functional teams to align WFM strategies.
• Manage departmental budgets and drive efficiency improvements.

Skills

Leadership in WFM teams

Communication skills with EMEA clients

Knowledge of WFM tools

Advanced Microsoft Office skills

Project organization and prioritization

Mentoring and coaching

Continuous improvement focus

Customer service disposition

Tools

IEX

Teleopti

CMS

Genesys

Job description

Job Title: WFM Associate Director - South Africa

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, 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.

Location

ZAF Cape Town - 10 Rua, Da Gama St, Foreshore, Cape Town

Language Requirements

Full time

Time Type

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