Contact Centre Workforce Manager

Paracon; City of Johannesburg Metropolitan Municipality; On-site; ZAR 40 000 - 80 000; Full time

Job summary

An established industry player is seeking a skilled professional to lead the development and implementation of tactical operational solutions within the Contact Centre. This role focuses on optimizing Workforce Management systems and enhancing employee productivity through data analysis and reporting. You will collaborate with stakeholders to create effective solutions that align resources with business needs. If you have a strong background in workforce planning and a passion for operational efficiency, this is an exciting opportunity to make a significant impact in a dynamic environment.

Qualifications

• 8-10 years' experience in workforce planning and contact centre operations.
• Strong understanding of contact centre dynamics and technologies.

Responsibilities

• Forecast and schedule staffing needs to meet service level objectives.
• Oversee and maintain WFM systems and telephony platforms.

Skills

Workforce Planning

Data Management

Contact Centre Operations

Excel Modelling

Power BI

Stakeholder Management

Customer Service Orientation

Analytical Skills

Education

Grade 12 (Matric)

Diploma in Business Analytics

Bachelor's Degree in Business Analytics

Tools

WFM Systems

Dialers

ACD Systems

IVR Platforms

Job description

ROLE PURPOSE

This role is responsible for the collaborative development and implementation of tactical operational solutions within the Contact Centre. Key responsibilities include the oversight and optimization of Workforce Management (WFM), ACD/IVR systems, and dialer technologies. The role ensures operational efficiency by analysing, reporting, and improving employee productivity across individual, departmental, and centre-wide levels, while aligning resources with business activity requirements.



KEY RESPONSIBILITY AREAS

• Workforce Planning: Forecast and schedule staffing needs to meet service level objectives.
  
  
• Resource Management: Monitor and manage resource allocation and productivity performance.
  
  
• System Administration: Oversee and maintain WFM systems, dialers, and telephony platforms.
  
  
• Relationships and Collaboration: Build effective working relationships and collaborate with stakeholders to co-create operational solutions.
  
  

QUALIFICATIONS

Essential Education:

• Grade 12 (Matric)
  
  
• Diploma in Business Analytics, Data Science, or a related field
  
  

Preferred Education:

• Bachelor's Degree in Business Analytics, Data Science, or a relevant discipline
  
  

EXPERIENCE

Minimum Required:

• 8-10 years' experience in workforce planning, data management, and contact centre operations
  
  

REQUIRED SKILLS AND KNOWLEDGE

• Strong understanding of contact centre dynamics and volatility, particularly in small to medium-sized environments
  
  
• In-depth knowledge of Contact Centre technologies, including WFM systems, Dialers, ACD, and IVR platforms
  
  
• Advanced computer literacy, with expert-level Excel modelling skills
  
  
• Proficiency in Power BI or similar business intelligence tools
  
  
• Deep analytical skills with strong attention to detail
  
  
• Demonstrated time management, prioritisation, and organisational abilities
  
  
• Excellent stakeholder management and collaboration skills
  
  
• Strong customer service orientation
  
  
• Thorough understanding of workforce planning principles and best practices
  
  

Desired Skills:

• Excel Modeling
• PowerBI
• Telephony systems