Workforce 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

Overview

The Role: With deep roots in South Africa, our teams are delivering technology solutions to some of the largest brands across the globe, enabling both consumers and businesses to gain a competitive advantage. The Detail: The Workforce Manager will play a pivotal role in driving our contact centre operations forward, ensuring a high level of productivity is continuously maintained by effectively delivering real‑time (intra‑day) management. The successful candidate will demonstrate a strong understanding of how planning and forecasting staffing requirements contribute to optimal schedules and real‑time management to support our growing contact centre operations domestically and internationally.

Requirements

Educational and Professional Body Requirements:

• Matric
• Contact Centre qualification will be an advantage

Experience:

• 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 (claims, retentions and/or sales) contact centre.
• Demonstrable experience working with the MS Office suite including Excel and Word.

Skills:

• The ability to analyze and perform forecasting in a contact centre environment and schedule to call volume/pattern requirements at an advanced level.
• Experience with Erlang Calculator, MS Excel, MS Access, and SQL.

Job Type: Permanent | Location: Durban

Key Skills

• Restaurant Experience
• Customer Service
• Employee Evaluation
• Management Experience
• Math
• Employment & Labor Law
• Sanitation
• Leadership Experience
• P&L Management
• Mentoring
• Supervising Experience
• Restaurant Management

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