Location
bellville
Posted
June 01, 2026
Commute
Local Area
Local Opportunity Near You!
This job is in your area. Enjoy a short commute and work close to home.
Job Description
What will you do?
- Lead the Workforce Optimization team, supporting all client interaction mediums (inbound call centre, email, chat) and extending support to other units within the group that use modern workforce management practices.
- Build and strengthen workforce planning capabilities, designing staffing frameworks, leveraging AI and modern tools to model workforce needs, and supporting clients as they scale their operations. Report to the Director, CX Operations and Support Practice, working closely with QA, Training, Business Change, Technical Services and Implementations teams.
Leadership & Workforce Operations
- Lead, coach and develop a team of Workforce Analysts, Resource Planners, RealβTime Analysts and BI/MI Specialists, guiding workload management, performance metrics and professional growth.
- Foster a culture of accuracy, accountability and continuous improvement across the Workforce Optimization functi...