Global Contact Center Workforce Leader

Ignition CX; Umhlanga Rocks; On-site; ZAR 80 000 - 120 000; Full time

Job summary

A leading customer experience firm is seeking a Senior Workforce Manager in Umhlanga Rocks, South Africa. This position focuses on strategically managing staffing to optimize call center performance through effective forecasting and scheduling. The ideal candidate will have at least 9 years of relevant experience, strong leadership skills, and a background in workforce management systems. Responsibilities include leading a workforce planning team, ensuring adherence to budget constraints, and utilizing analytics for operational improvements. International hours may be required.

Qualifications

• Minimum of 9 years relevant experience in a similar role.
• Expertise in workforce planning and scheduling.
• Excellent analytical skills for data and forecasting.

Responsibilities

• Strategically plan staffing to meet customer demand.
• Lead and mentor a team of workforce professionals.
• Develop accurate budget forecasts related to workforce management.

Skills

Workforce planning

Real-time monitoring

Data-driven decision-making

Communication skills

People management

Education

Professional certification in workforce management (CWPP, WMP, CCWFM)

Tools

Workforce management software

Job description

A leading customer experience firm is seeking a Senior Workforce Manager in Umhlanga Rocks, South Africa. This position focuses on strategically managing staffing to optimize call center performance through effective forecasting and scheduling. The ideal candidate will have at least 9 years of relevant experience, strong leadership skills, and a background in workforce management systems. Responsibilities include leading a workforce planning team, ensuring adherence to budget constraints, and utilizing analytics for operational improvements. International hours may be required.