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 advantageExperience:· 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 centreenvironment 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 scheduleto the requirements of call volumes/ patterns at an advanced level· Experience with Erlang Calculator; MS Excel; MS Access; SQL
