Workforce Optimization Manager

We are recruiting on behalf of a client for an experienced Head of Workforce Management to lead workforce optimisation across multiple client-facing channels, including contact centres, email and chat. This is an exciting leadership opportunity for a results-driven professional who can leverage advanced analytics, AI and workforce management technology to optimise staffing, improve service delivery and support business growth.

Responsibilities:

• Lead, mentor and develop workforce analysts, resource planners, real-time analysts and BI/MI specialists.
• Develop data-driven staffing forecasts, headcount models and business cases aligned with operational demands and growth objectives.
• Oversee scheduling, capacity planning and real-time workforce management to achieve service-level targets and operational efficiency.
• Use workforce management systems, AI and automation to improve forecasting accuracy and streamline processes.
• Analyse workforce performance metrics and deliver actionable insights through dashboards and reports.
• Partner with operational leaders and clients to identify growth opportunities, manage workforce risks and improve customer experience.
• Drive continuous improvement across workforce planning, reporting standards, systems and operational processes.

Requirements:

• A bachelor's degree in Business Administration, Computer Science, Statistics or a related field.
• More than six years' Workforce Management experience within a contact centre environment.
• Proven experience leading teams and managing workforce planning across multiple programmes or business units.
• Advanced MS Excel and Power BI skills, with proficiency in workforce management systems such as NICE, Verint, Aspect or Genesys.
• Strong expertise in forecasting, resource scheduling, headcount modelling and capacity planning.
• Experience using AI tools and automation to improve workforce analysis and operational efficiency.
• Excellent analytical, communication, stakeholder management and problem-solving skills.
• The ability to translate complex workforce data into practical business recommendations in a fast-paced environment.

EE Disclaimer:

All positions will be filled in accordance with the company's Employment Equity plan. We encourage people with disabilities to apply.

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REF: TB01