Contact Centre Manager at Enhance Consulting

Confidential; Elsiesriver; On-site; ZAR 300,000 - 400,000; Full time

Job summary

A leading consultancy seeks a Junior Management Consultant to enhance contact centre operations. This role involves performance analysis, WFO platform integration, and driving real-time performance improvements. Ideal for candidates with solid experience and a passion for change management and coaching team leaders.

Qualifications

• 5+ years of experience in contact centre operational management or consulting roles.
• Strong understanding of WFO platforms and real-time management principles.
• Excellent analytical, problem-solving, and communication skills.

Responsibilities

• Support analysis assessments of contact centre performance.
• Provide recommendations to improve schedule adherence and service levels.
• Prepare presentations and reports for internal and client-facing use.

Skills

Analysis

Performance Management

Change Management

Consulting

Data Analysis

Teamwork

Education

Degree

Tools

NICE

Verint

Genesys

Teleopti

Excel

PowerPoint

Word

Job description

Junior Management Consultant with hands-on experience in contact centre operations to support a transformation project. This role is ideal for someone who combines contact centre operational understanding with a passion for real-time performance delivery improvement though coaching and challenging to deliver change through Team Leaders
Key Responsibilities:

• Support analysis assessments of contact centre performance, identifying pain points and opportunities.
• Drive real-time performance through the client
• Provide recommendations to improve schedule adherence, occupancy, service levels, and shrinkage control.
• Assist in the optimisation, and integration of Workforce Optimisation (WFO) platforms including forecasting, scheduling, intraday management, and performance analytics.
• Contribute to the development and rollout of change management plans and communications to ensure adoption and sustainability.
• Prepare clear, insight-led presentations and reports for internal and client-facing use.
• Support project delivery activities and track milestones under the direction of senior consultants.

Key Skills & Experience:

• 5+ years of experience in contact centre operational management, planning, or consulting roles.
• Strong understanding of WFO platforms (e.g., NICE, Verint, Genesys, Teleopti).
• Proven experience with forecasting models, capacity planning, and schedule optimisation.
• Solid grasp of real-time management principles and adherence strategies.
• Excellent analytical, problem-solving, and communication skills.
• Comfortable working with data tools such as Excel, Word, PPT.
• Able to work independently and as part of a project team in a fast-paced environment.
• Ability to deal with challenging clients and change resistance

Desired Skills:

• Contact Center Management
• Analysis
• Performance Management
• Change Management
• Consulting
• Teamwork
• Ability to work independently
• Data Analysis
• PowerPoint
• Excel
• Forecasting

Desired Work Experience:

• 5 to 10 years

Desired Qualification Level:

• Degree