Manager Workforce Planning at Shoprite Group of Companies

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.