Human Resource Management jobs in South Africa
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Workforce Manager - Contact Centre
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
Education
Tools
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.
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
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.