Strategic Call Center Workforce Leader

Surgo PTY Ltd; Umhlanga Rocks; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading workforce management company is looking for an experienced Senior Workforce Manager in Umhlanga, Durban. The role focuses on optimizing staffing, ensuring efficient call center operations, and leading a workforce planning team. Candidates must have at least 9 years of relevant experience, particularly in BPO or call center environments, combined with excellent leadership and analytical skills. Competitive salary and benefits such as medical aid and provident fund are offered.

Benefits

Medical Aid

Provident Fund

Qualifications

• Minimum 9 years relevant experience in a similar role.
• Experience in BPO/Call centre operations is essential.
• Must be able to work international shifts.

Responsibilities

• Optimize staffing levels to meet customer demand.
• Lead a team in workforce scheduling management.
• Analyze data for forecasting and staffing predictions.

Skills

Workforce planning expertise

Data-driven decision-making

Excellent communication skills

Organisational skills

Education

Certified Workforce Planning Professional (CWPP)

Workforce Management Professional (WMP)

Contact Centre Workforce Management (CCWFM)

Tools

Workforce management software

Statistical modeling tools

Job description

A leading workforce management company is looking for an experienced Senior Workforce Manager in Umhlanga, Durban. The role focuses on optimizing staffing, ensuring efficient call center operations, and leading a workforce planning team. Candidates must have at least 9 years of relevant experience, particularly in BPO or call center environments, combined with excellent leadership and analytical skills. Competitive salary and benefits such as medical aid and provident fund are offered.