Workforce Manager - Contact Centre

Ignition CX; Durban; On-site; ZAR 400,000 - 500,000; Full time

Job summary

A leading contact centre solutions provider in Durban is seeking a Workforce Manager to enhance their operations. The successful candidate should have over 5 years of experience managing workforce teams and a strong ability to forecast staffing requirements. Proficiency in MS Excel and experience in a contact centre environment are essential. This role offers the chance to contribute significantly to 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, claims, retentions and/or sales contact centre environment required.

Responsibilities

• Drive contact centre operations and maintain productivity.
• Deliver real-time management to support operations.
• Plan and forecast staffing requirements effectively.

Skills

Analytical skills

Forecasting

MS Excel

Customer service expertise

Education

Matric

Contact Centre qualification

Tools

Erlang Calculator

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 business to gain competitive advantage!

The Detail:

The Workforce Manager will play a pivotal role in driving our contact centre operations forward, ensuring that 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 (intra-day) management to support our growing contact centre operations teams.

We operate both 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 environment required.
• Demonstrable experience working with the MS Office suite, including MS Excel and MS Word.

Skills:

• The ability to analyse and perform forecasting in a contact centre environment and schedule to the requirements of call volumes/patterns at an advanced level
• Experience with Erlang Calculator; MS Excel; MS Access; SQL