WFM Associate Director
Concentrix
full-time
Posted on:
Location Type: Office
Location: Cape Town • 🇿🇦 South Africa
Visit company websiteJob Level
Senior
About the role
- Contribute to the development of long-term strategic plans, leveraging WFM insights to shape organizational goals and priorities.
- Collaborate closely with cross-functional teams, including Customer Service, Operations, Finance, and IT, to ensure WFM strategies align with overall business objectives.
- Implement cost-effective measures while maintaining a high standard of service.
- Manage departmental budgets, including labor costs, technology investments, and other resources.
- Drive efficiency and effectiveness improvements while maintaining or exceeding service level goals.
- Identify and lead process improvement initiatives within the WFM department and related operational areas.
- Provide mentorship, coaching, and growth opportunities to nurture talent.
- Lead the training and professional development of the WFM team, focusing on developing advanced skills and expertise.
Requirements
- Experience in leading large WFM teams across multi-site operations.
- Strong and proven communication experience with both local & Non-Local clients across the EMEA Region.
- Strong knowledge with WFM tools, ie IEX/Teleopti/CMS/Genesys etc.
- Excellent communication skills, both written and verbal.
- Ability to effectively present information to internal and external associates.
- Advanced Microsoft Office skills.
- Practical experience of Direct People Management.
- Proven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment.
- Demonstrated ability to mentor, coach and provide direction to a team of employees.
- Demonstrated ability to take initiative and ownership with focus on continuous improvement.
- Demonstrated ability to foster customer service disposition and sense of professionalism for self and team.
- Solid understanding of the organization's business operations and industry.
- Demonstrated ability to comprehend, analyse, and interpret.
- Ability to analyse large quantities of raw data to create strategic action plans.
Benefits
- Health insurance
- Paid time off
- Flexible working arrangements
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
WFMprocess improvementbudget managementdata analysisproject organizationDirect People Managementcost-effective measuresservice level goalsmentorshiptraining and professional development
Soft skills
communicationcollaborationinitiativeownershipcustomer service dispositionprofessionalismcoachingprioritizationleadershipteam development