Senior Contact Centre Workforce & Forecasting Manager

Ignition Group; Durban; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading technology solutions provider in Durban is seeking a Workforce Manager to enhance contact centre operations. In this permanent role, you will ensure productivity through effective real-time management and optimal staffing schedules. Candidates should have a minimum of 5 years in Workforce Management, strong analytical skills, and the ability to lead teams. Experience with forecasting and tools like Erlang Calculator and MS Excel is essential. Join a dynamic team to support both domestic and international operations.

Qualifications

• Minimum of 5 years experience in a Contact Centre Workforce Management position.
• Proven experience managing Contact Centre Workforce teams.
• Experience in a customer service campaign contact centre.

Responsibilities

• Drive contact centre operations forward with effective real-time management.
• Maintain high productivity levels through optimal scheduling.
• Support growing contact centre operations domestically and internationally.

Skills

Analyzing and performing forecasting

Customer service

Management experience

Leadership experience

Math

Education

Matric

Contact Centre qualification

Tools

Erlang Calculator

MS Excel

MS Access

SQL

Job description

A leading technology solutions provider in Durban is seeking a Workforce Manager to enhance contact centre operations. In this permanent role, you will ensure productivity through effective real-time management and optimal staffing schedules. Candidates should have a minimum of 5 years in Workforce Management, strong analytical skills, and the ability to lead teams. Experience with forecasting and tools like Erlang Calculator and MS Excel is essential. Join a dynamic team to support both domestic and international operations.