• Job Description

  Req#: JR-47954

  Let's Write Africa's Story Together!

  Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

  Job Description

  A workforce analyst works to improve the operations within, and customer experience provided by, an organization. As a workforce analyst, your job duties include developing staff schedules, collecting staff performance and customer feedback data, reviewing and analyzing relevant data to identify problem areas, and preparing workforce analysis reports for company leadership to inform their policies and decision-making processes. Your work helps determine the allocation of staff and resources as well as recruitment and professional development strategies.

  Job Description

  • Define and manage an effective resource plan to ensure that resources are fully utilized and service demands are effectively met using work force management principles
  • Identify innovative methods to maximize efficiencies throughout the sales and service teams within the set-out responsibilities.
  • Analyze the team’s performance data and identify tactical ways to maximize opportunities and ensure SLA’s are maintained.
  • Provide input into the business by sharing analysis and providing recommendations on an ongoing basis.
  • Engage with peers and management team to give and gain objective feedback on areas of improvement and opportunities.
  • Build networks and form strong relationships with important stakeholders
  • When required, conduct time and motion studies to test the processes in place.
  • Act as point of contact for escalated Workforce Optimization issues and ensure updating of supporting processes, policies and procedure documentation based on gaps identified from time to time.
  • Use historic data and appropriate analysis, create request volume forecasts.
  • Using appropriate tools (Excel & Avaya WFO etc) to create daily, weekly and monthly work schedules leveraging off forecast trends.
  • Daily optimization of schedules based on real time data.
  • Provide business stakeholders with relevant root cause analysis on the back of Service Level failures.
  • Engage and build relationships with product and process owners, to understand the requirements, inputs, handoffs and outputs of business processes.
  • Participate in systems testing to ensure that the required changes have been affected as agreed.

  Job Requirements: Experience and Qualification

  • Relevant business analyst qualification.
  • More than 2 years’ experience as a Work force analyst, planner or business process analyst.

  Skills

  Education

  Closing Date

  28 November 2023

  The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

  Old Mutual Limited is pro-vaccination and encourages its workforce to be fully vaccinated against Covid-19.

  All prospective employees are required to disclose their vaccination status as part of the recruitment process.

  Please refer to the Old Mutual’s Covid-19 vaccination policy for further detail. Kindly note that Old Mutual reserves the right to reinstate the requirement to vaccinate at any point if it is of the view that it is imperative to do so.

  The Old Mutual Story!

• About the company

  Old Mutual Limited is a pan-African investment, savings, insurance, and banking group.

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