Workforce Manager
Ignition Group
2023-06-09 Umhlanga
Job Ref #: IG-161
Industry: Call Centre
Job Type: Permanent
Positions Available: 1
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!
Job Description
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 and have offices in Durban and Cape Town.
Job 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
