Overview
Financial Asset Manager Jobs in Cape Town at Western Cape Department of Health
Closing Date
2025/01/23
Reference Number
SHO250116-2
Job Title
Manager Workforce Planning
Job Type
Permanent
Location – Country
South Africa
Location – Province
Western Cape
Location – Town or City
Brackenfell, Cape Town
Purpose of the Job
The purpose of the Manager Workforce Planning role is to manage the scheduling and workforce planning processes for the Contact Centre of the Shoprite Group. This position is focused on implementing systems that enhance productivity and optimise workforce planning in both the short and long term. Key responsibilities include analysing resources, generating reports, and utilising data to inform capacity planning decisions. The Manager will also play a key role in conducting the time and motion studies and capacity optimisation efforts, while exploring innovative WFM processes and technologies to further improve productivity.
The Manager Workforce Planning liaises with business leaders to ensure a balance between workforce needs and customer service goals, ensuring that customer relations employees are engaged and positioned effectively to meet customer support demands. The position manages a team dedicated to supporting customer service operations and digital services. The role is critical to meeting service level agreements and operational requirements in line with the company’s growth strategy.
Job Advert Details
Job Category
Customer Service
Job Objectives
Workforce Management Strategy Implementation
Develop and ensure implementation of long-term workforce strategy focused on global efficiency, employee engagement, and customer satisfaction.
Implement dynamic customer routing and integrate front- and back-office workforce strategies to maximise multi-skilling.
Ensure continuous channel optimisation by reviewing performance and improving customer interaction to enhance the customer journey.
Manage the implementation of workforce technology strategies to automate processes, improving efficiency and support for Customer Success operations.
Enhance and optimise forecasting models, capacity planning, and the complete life cycle of scheduling, ensuring accurate staffing and performance.
Utilise Workforce Planning tools to monitor real-time activities, scheduling, and service levels, while addressing system issues in coordination with IT.
Identify and implement innovative solutions to scheduling constraints within the contact centre.
Compliance, Risk, and Financial Management
Ensure compliance with legal, statutory, and regulatory requirements while addressing operational risks.
Implement governance structures and contribute to cost-saving initiatives that align with financial targets.
Manage the operational requirements of the integrated operating model to meet delivery objectives.
Team Leadership & Development
Provide coaching and development for the team, identifying strengths and improvement opportunities. Recruit, mentor, and retain top talent to foster a high-performing workforce.
Design and implement a two-way communication environment, aligned with company values, and ensure alignment between digital services and workforce strategies.
Stakeholder & Relationship Management
Build strong internal and external relationships to understand business strategies and capacity demands.
Maintain active communication with stakeholders, addressing concerns, and aligning customer service capabilities with workforce strategies.
Performance Analysis & Continuous Improvement
Analyse business and operational reports to identify improvement opportunities. Implement corrective actions based on historical data trends.
Measure and report on the impact of current improvement initiatives, while continuously identifying new strategies for workforce optimisation.
Qualifications
Degree in business management, industrial engineering, IT or related fields – (essential).
Experience
+4 years in a Contact Centre or equivalent role, leading and/or participating in Workforce Management system and solutions and guiding Contact Centre Management delivery, frameworks, policies, procedures and guidelines – (essential).
Experience within the FMCG, retail sector or similar – (preferred).
We value practical learning experiences, if a candidate does not have a degree, demonstrable relevant experience will be considered. A proven track record of driving Contact Centre Management related activities within a large, nationally/internationally distributed retail or call centre rostered/scheduled environment.
Knowledge and Skills
Demonstrable knowledge of HR practices within the FM CG, retail sector, understanding of the principles of sales/service capacity planning and optimised forecasting in the retail environment – (essential).
Exposure to statutory requirements, applying and monitoring relevant laws, regulations and best practices as they relate to Contact Centre Management, Labour and Resourcing models. Knowledge of HR policies, procedures, legislation, and regulations – (essential).
A sound understanding of diversity and inclusion concepts and processes and the link between employment equity and good HR practices – (essential).
Demonstrated presentation and facilitation skills.
Planning and organising through strong prioritisation and time management skills.
Ability to set strategy and follow through on tactical implementation and execution of initiatives.
Excellent organisational skills and attention to detail.
Ability to adapt to changing environments and effectively manage change by providing hands-on leadership.
Skilled in using data and analysis to drive effective decision-making.
Proficiency in all Microsoft Office/G-Suite applications are required.
Demonstrable knowledge of trending best practices relating to Contact Centre Management, workforce optimisation models, time in motion studies and related WFM systems – (essential).
The Manager Workforce Planning liaises with business leaders to ensure a balance between workforce needs and customer service goals, ensuring that customer relations employees are engaged and positioned effectively to meet customer support demands. The position manages a team dedicated to supporting customer service operations and digital services. The role is critical to meeting service level agreements and operational requirements in line with the company’s growth strategy.
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Title: Financial Asset Manager
Company: Western Cape Department of Health
Location: Cape Town
