Job Vacancies 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

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Key roles and responsibilities:

Requirements Analysis:

• Analyze product requirements from Customers and stakeholders.

Solution Design:

• Design solutions aligned with strategic and operational objectives.

Progress Reporting

• Create and communicate progress reports for development cycles.

Product Specifications:

• Develop product specifications for the Development team.

Documentation:

• Generate supporting documentation for internal and external Stakeholders.

User Acceptance Testing:

• Conduct User Acceptance Tests on delivered features.

Team Collaboration:

• Collaborate in a multidisciplinary team for value delivery.

Brand Consistency:

• Maintain consistency with brand guidelines.

Solution Improvement:

• Make data-informed suggestions for better solutions.

Customer Experience:

• Ensure a world-class customer experience across all product features.

Industry Awareness:

• Stay updated on industry terminology, concepts, and best practices

Expectation Communication:

• Assist the team in understanding and communicating expectations.

Education and training:

• Degree or post-graduate qualification in a related discipline.

Experience:

• Minimum of 5 years in a similar role.

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SETA/QCTO and Funding Management

• Establish and maintain strong relationships with relevant SETA/QCTO representatives and government agencies to stay informed about available funding opportunities.
• Lead the development and submission of funding proposals, ensuring compliance with SETA/QCTO and government guidelines.
• Maximize funding opportunities through strategic planning and proactive engagement with funding sources.

Quality assurance

• Develop and implement a comprehensive quality assurance framework to ensure that training programs align with industry standards and regulatory requirements.
• Conduct regular audits and assessments to evaluate the effectiveness and efficiency of training delivery.
• Ensure compliance with SETA and government guidelines for funding proposals, as well as with all relevant legislation and regulatory frameworks

Training Program Improvement

• Identify and implement areas for improvement in training programs based on analysis of training feedback trends, industry trends and regulatory changes.
• Implement continuous improvement initiatives to enhance the overall quality and relevance of training.

Data Analysis and Reporting

• Track and analyse key metrics related to training and funding outcomes.
• Compile and submit required regulatory and funding reports.
• Assist with the compilation and provision of data for BEE reporting.

Design, develop and facilitate Skills Development Programmes

• Design and develop skills programmes to meet the organisations skills needs, aligned to QCTO standards
• Facilitate skills development programmes, learnerships, workshops and training sessions to ensure effective knowledge transfer and skills development

Stakeholder engagement

• Build and maintain relationships with stakeholders, including employees, managers, training providers and SETA representatives
• Implement scheduled and formal engagement with stakeholders such as BPESA, CapeBPO, DTiC, UIF and others.
• Act as a liaison between the Ignition Academy and relevant industry bodies to stay abreast of industry developments.

Policies, Processes and SOPs

• Develop, implement and maintain policies, processes and SOPs related to skills development, ensuring compliance with organisational and regulatory requirements

Team Leadership

• Develop, lead and manage a team of skills development practitioners and provide guidance, support and coaching

Education and training:

• Bachelor’s degree in human resources development, Business Administration or related field (Preferred)
• Registration as a skills development facilitator

Experience:

• At least 5 years’ previous experience in a learning and development role, specifically focused on skills development facilitation
• Proven experience in grant submissions
• Demonstrated experience drafting, compiling and submitting of regulatory reports
• Proven experience in quality assurance and funding management within the education or training sector
• Experience in skills development and quality assurance, including accreditation, moderation, and compliance with SETA and ETQA requirements, is essential.

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Key Focus and Duties:

Dialler Support and Management

• Cleaning and loading the data onto the dialler.
• Manage a team of dialler Administrators to ensure efficiency and productivity.
• Reviewing previous days performance to make recommendations on and agreeing, communicating, and delivering dialling plan for the day.
• Reporting dialler issues to relevant stakeholders and following through to resolution.
• Optimise resource and KPI achievement through monitoring and managing real time adherence.

Contact Strategies

• Review dialler set up and performance on an on-going basis to make recommendations on changes to contact strategies to drive improvements in contact rates and operational performance.
• Manage dialler throughout the day to deliver key dialler metrics and adherence to regulatory bodies.
• Develop and use operational reports to drive fact-based decisions on operational performance and process initiatives.

File Penetration and Dialler Metrics

• Min 99% attempts on all leads received.
• Avg attempts per lead 5.
• Connect to dial 50%
• RPC to unique lead 50%

Operational Relationship Management

• Delivering data performance KPI’s.
• Identify, communicate, and implement actions to address any risks to delivery of data/dialler targets.
• Support operations with insights on agent performance deviances to expectations.
• Track and communicate benefits of changes and initiatives implemented.

Requirements

We’d love to hear from you if...

• You have a Matric Qualification?
• 3-5 years' Experience as a Dialler Analyst?
• Minimum of 2 years’ experience in the interpretation of call centre analysis.
• Knowledge of contact centre systems and processes.
• Experience in running and completing projects to completion.
• Ability to consolidate and analyse information to identify creative new ways of working and innovative solutions to problem.
• Ability to package ideas and results in a logical, understandable, and compelling way for both technical and non-technical audiences.

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Bulk Recruitment:

• Manage the end-to-end recruitment strategy for large-scale hiring needs, including job postings, screening, interview scheduling, and candidate communication.
• Develop and implement effective sourcing strategies to attract a high volume of candidates through various channels such websites & social media.
• Provide regular updates and reports on recruitment progress to key stakeholders in operations on candidate pipeline, and key metrics.
• Guide on identifying potential risks or obstacles to meeting group targets and develop strategies to mitigate these risks effectively.
• Determine projected headcount requirements for organizational growth and service strategy.
• Continuously assess and improve the recruitment process to enhance efficiency and effectiveness.
• Work with marketing to create recruitment marketing campaigns to build a strong employer brand and attract top talent.
• Manage the process of talent acquisition budget allocation.
• Oversee bulk recruitment team in the development and achievement of KPI’s that drive the bulk recruitment strategy.
• Guide on the implementation of candidate assessment methods and interview techniques.
• Review and authorise Talent policies, procedures, plans and programmes developed by direct reports.

Professional Recruitment:

• Advise on identifying talent needs aligned with organisational business goals.
• Guide and advise on developing recruitment plans and programmes tailored to organizational objectives.
• Guide and advise on executing effective talent acquisition strategies to meet recruitment goals.
• Promote the organization's values, culture, and opportunities.
• Oversee the execution of Talent Acquisition processes, and continually assess the competitiveness of all programmes and practices against relevant comparable companies, industries and markets.

Education and training:

• Diploma in human resources or related field
• Bachelor’s degree in a related field advantageous

Experience:

• At least 8 years’ experience in developing and executing strategic talent acquisition plans that align with organisational objectives and drive operational efficiency, with a focus on high-volume recruitment.
• At least 3-year team management experience
• Excellent experience managing and guiding project teams
• Excellent experience in talent sourcing, candidate assessment, and implementing best practices for attracting and hiring top candidates.