BUSINESS MANAGER: Workforce Management at Telesure Investment Holdings (TIH)

The Workforce Manager contributes to the organisational goals by Implement and maintain the department systems, practices and procedures and manage the workforce staffing to achieve service level agreements by implementing relevant legislation and corporate governance.

Specification
To Implement and maintain the department systems, practices and procedures and manage the workforce staffing to achieve service level agreements by implementing relevant legislation and corporate governance. Accountable for workforce staffing, attainment of service level agreements, and scheduling for all service lines within the TIH Business. Build, manage and own the workforce management strategy, processes, development and execution of high Customer Service levels through maximized utilization of resources.

Requirements

• Operations Management
• Implement and drive the WFM strategy and operational efficiency through team members and systems to achieve WFM targets and to deliver against the OLA.
• Insights and Reporting
• Create, present, and communicate high-impact data and analytics insights and recommendations to critical internal and external stakeholders.
• Improvement / Innovation
• Analyze effectiveness of processes and systems in use in the WFM department and make recommendations for improvements.

Technical Competencies

• Planning and Organizing
• Use comprehensive knowledge and skill and guide and train others to plan,organize, prioritize and oversee activities to efficiently meet business objectives.