Head of Workforce at Ignition Group

The detail

This position will: Workforce Planning and Staffing:

• Develop and implement workforce management strategies to ensure optimal staffing levels, including forecasting call volumes, transactional data, and trends.
• Manages creation and maintenance of accurate long-term and short-term staffing plans to meet service level and customer satisfaction targets.
• Work across multiple areas to manage recruitment, hiring, and onboarding processes to ensure an adequate pool of qualified candidates.
• Build and manage an optimal workforce planning team

Forecasting and Budgeting:

• Work closely with finance and operations teams to develop accurate budget forecasts related to workforce management.
•  Contribute to budget planning and ensure adherence to budgetary constraints while maintaining operational excellence.
• Drive short, medium and long-term forecasting to ensure financial targets are met.
• Ensure the achievement of projected financial targets for the business. Team Leadership and Development:
• Lead, mentor, and motivate a team of workforce scheduling management professionals.
• Foster a positive work environment that encourages collaboration, innovation, and continuous improvement.
• Ensure the provision of training, coaching, and performance feedback to team members to enhance their skills and knowledge.

Communication and Collaboration:

• Work closely with call centre managers, supervisors, and agents to align staffing plans with business needs.
• Communicate effectively with stakeholders about workforce performance, challenges, and recommended solutions

Continuous Improvement:

• Proactively identify opportunities to optimise processes, reduce costs, and enhance the customer experience.
• Drive initiatives to implement best practices and innovative strategies in workforce management.

Forecasting Accuracy Improvement:

• Lead initiatives to refine forecasting methodologies and enhance the accuracy of call volume and staffing predictions.
• Ensure the implementation of advanced analytics and modelling techniques to improve forecast precision.

Change Management:

• Drive change management initiatives related to workforce management processes and tools, ensuring smooth transitions and minimal disruption to operations
• Partner with HR to manage the impact of changes on employees and address any concerns. Business Continuity Planning: · Participate in the development and maintenance of business continuity plans that outline strategies for maintaining staffing levels and service quality during emergencies or disruptions.

Data Analysis and Insights:

• Utilise data-driven insights to recommend process improvements, cost-saving measures, and performance optimisation strategies.
• Present regular reports and updates to senior management, highlighting workforce performance and key trends.

Regulatory Compliance:

• Stay current with labour laws, industry regulations and compliance requirements to ensure workforce management practices are aligned.

Innovation and Technology Adoption:

• Stay abreast of industry trends, emerging technologies, and best practices in workforce management.
• Leverage workforce management software and tools to optimise scheduling, forecasting, and performance tracking.
• Drive efforts to integrate new tools and technologies that enhance workforce optimisation and operational efficiency.
• Enforcing best practices within the contact centre operations.

Education and training:

• Professional certification in workforce management, such as:
• Certified Workforce Planning Professional (CWPP)
• Workforce Management Professional (WMP)
• Contact Centre Workforce Management (CCWFM)

Experience:

• Minimum 9 years relevant experience in a similar role
• Experience analysing data and using statistical modelling for forecasting and scheduling.
• Experience working in call centre operations.
• Experience in workforce management systems, policies, and procedures
• Proven experience with budgets and financial analysis