Workforce Management Analyst

1 week ago


Cape Town, Western Cape, South Africa EXL South Africa Full time
Job title : Workforce Management AnalystJob Location : Western Cape, Cape TownDeadline : March 24, 2025Quick Recommended Links
  • Jobs by Location
  • Job by industries

About the job
Dialer Specialist 

Core Responsibilities

  • Oversee the configuration, optimization, and troubleshooting of dialer systems.
  • Monitor the performance of the dialer software and adjust settings to maximize conversion and agent efficiency.
  • Ensure the dialer system is in compliance with regulatory requirements.
  • Track key performance indicators (KPIs) such as call volume, penetration, contact rates, and conversion rates.
  • Generate and analyze reports to identify trends and areas for improvement in dialing processes.
  • Implement strategies to improve dialing efficiency and lead engagement.
  • Collaborate with IT or technical support teams to resolve system errors and ensure minimal downtime.
  • Monitor the distribution of leads to ensure that they are assigned effectively to agents based on priority and workload.
  • Implement strategies to prioritize high-value leads and optimize lead flow.
  • Responsible for all aspects of campaign management and strategy. As a Dialer Operations will use cutting-edge technology to monitor, analyze, and take action to achieve penetration goals
  • Ensure adequate staffing levels and minimize organizational risks.
  • Analyze dialer-output data to identify potential problems and issues.
  • Configuration of new campaigns: creation, user profiles, worksheets, etc
  • Provide guidance on compliance awareness such as DNC, States laws, TCPA (Cells Phones), GDPR, other Federal Laws, OFFCOM etc.
  • Support various contact types; Independent Business (Result of OB call), OB, Auto Dial, SMS

Key Capabilities

  • Understand technology systems and create viable dialing campaigns to achieve departmental objectives
  • Partner with business leaders to develop new functionality to improve the borrower and agent experience.
  • Collaborate with internal and external partners to maximize the achievement of business goals
  • Lead and mentor team members in building out the Analytics function completing required training and certifications.
  • Excellent project management and organizational skills and capability to handle multiple projects at one time
  • Proficient in MS Office applications (Excel, Word, PowerPoint).
  • Experience on AWS Dialer Platform will be an added advantage
  • ICT jobs


  • Cape Town, Western Cape, South Africa WNS (Holdings) Limited (ADR) Full time

    As a Workforce Management Specialist, you will play a key role in ensuring the optimal deployment of resources across our contact center operations. Your expertise will be instrumental in developing and implementing effective scheduling strategies that meet our business objectives and drive customer satisfaction.Main Responsibilities:Design and implement...


  • Cape Town, Western Cape, South Africa WNS (Holdings) Limited (ADR) Full time

    Job Overview:We are a global Business Process Management leader, offering business value to over 400 global clients by combining operational excellence with deep domain expertise in key industry verticals.Key Job Description:Managing end-to-end workforce related activities for account.Internal and external stakeholder management.Managing governance for team,...


  • Cape Town, Western Cape, South Africa Amicorp Group Full time

    RequirementsTo succeed as a Workforce Efficiency Coordinator, you will need:A bachelor's degree in accounting, business administration, operations management, or a related field.6+ years of experience in timekeeping, workforce management, or operations.Strong analytical and problem-solving skills.Excellent communication and interpersonal skills.


  • Cape Town, Western Cape, South Africa Workforce Staffing - Gauteng Full time

    About Workforce Staffing - GautengWorkforce Staffing - Gauteng is a reputable staffing agency providing high-quality candidates to various industries. We understand the importance of finding the right talent for our clients and strive to deliver exceptional results. In this role, you will have the opportunity to work with a dynamic team and contribute to the...


  • Cape Town, Western Cape, South Africa Workforce Staffing - Gauteng Full time

    Company OverviewAt Workforce Staffing, we strive to deliver exceptional results through innovative solutions. Our team of experts works collaboratively to drive business growth.Job DescriptionWe are seeking a highly skilled Visual Merchandise Manager to lead the production and implementation of visual merchandise, signage, and retail merchandising solutions...

  • Data Analyst

    2 weeks ago


    Cape Town, Western Cape, South Africa Intelligent Debt Management Full time

    Data Analyst (Pinelands, Cape Town) The Intelligent Debt Management (IDM) Group, South Africas largest and multi-award winning debt management company, has a position available for a Data Analyst. This individual will join the Business Intelligence Team and will be accountable for mostly (but not limited to only) data analytics and reporting. Requirements...


  • Cape Town, Western Cape, South Africa Workforce Staffing - Gauteng Full time

    Job SummaryWe are seeking a highly skilled Client Services Administrator to join our team at Workforce Staffing - Gauteng.The successful candidate will be responsible for ensuring seamless client experiences, processing transactions, and maintaining accurate records.Main ResponsibilitiesClient relationship management.Transaction processing and record...


  • Cape Town, Western Cape, South Africa BADRI Management Consultancy Full time

    This is an exciting opportunity to join WFS as a Data Product Analyst. In this role, you will be responsible for managing the testing life cycle for changes within assigned departments.Responsibilities:Managing the testing life cycle for changes within assigned departmentsDeveloping and implementing solutions to meet stakeholder needsMaintaining...


  • Cape Town, Western Cape, South Africa BADRI Management Consultancy Full time

    We are seeking an experienced Data Product Analyst to join our team at WFS. In this role, you will be responsible for managing the testing life cycle for changes within assigned departments.Key Responsibilities:Identifying and investigating changes within assigned departmentsDocumenting and implementing changes in line with decisioning systemsDeveloping and...


  • Cape Town, Western Cape, South Africa Intelligent Debt Management Full time

    Performance Insights Analyst (Pinelands, Cape Town) We are looking for a Performance Insights Analyst to bridge the gap between our Growth Analytics team and the Marketing, Sales, Fulfilment and IT departments. In this role, you will serve as a key communicator and problem solver, ensuring that advanced analytics and data insights drive actionable business...


  • Cape Town, Western Cape, South Africa BADRI Management Consultancy Full time

    Woolworths Financial Services (WFS) is a Joint Venture with Absa Bank, supporting the Woolworths retail business by providing in-store credit and value-added services. As a Data Product Analyst, you will manage the testing life cycle for changes within assigned departments.Key Responsibilities:Project DeliveryChange ManagementTestingStakeholder Management...


  • Cape Town, Western Cape, South Africa Workforce Staffing - Gauteng Full time

    Role DescriptionThis role involves working as a Client Services Administrator at Workforce Staffing - Gauteng, handling various administrative tasks related to client services.The successful candidate will be responsible for managing client relationships, processing transactions, and maintaining accurate records.Main TasksClient onboarding and KYC...


  • Cape Town, Western Cape, South Africa BADRI Management Consultancy Full time

    In this role, you will be responsible for managing the testing life cycle for changes within assigned departments. This includes identifying, investigating, documenting, and implementing changes in line with decisioning systems.Requirements:Business Analyst experience (Essential)Some process engineering experience (Essential)Demonstrated basic Project...


  • Cape Town, Western Cape, South Africa Leelyn Management Full time

    Company OverviewLeelyn Management is a 100% black-owned, level 1 BEE status company established in 2003. The managing members have oversight years across various sectors including architectural design, township design, civil engineering, property management and facilitation, project management, asset management, business management, workforce development and...


  • Cape Town, Western Cape, South Africa BADRI Management Consultancy Full time

    About the OpportunityWe are seeking an experienced Compensation and Benefits Manager to lead the design and implementation of our employee remuneration offering. The ideal candidate will have a deep understanding of external best practices and reward strategies combined with a track record of conceptualising successful strategies, developing and leading...


  • Cape Town, Western Cape, South Africa Communicate Recruitment Full time

    Become a key player in our team's success as a Junior Credit Analyst in Cape Town.About the jobThis is an exciting opportunity to leverage your analytical skills and knowledge in credit management to drive business growth and success.

  • System Analyst

    3 weeks ago


    Cape Town, Western Cape, South Africa Cape Union Mart Full time

    Job title : System Analyst - Supply Chain IT DepartmentJob Location : Western Cape, Cape TownDeadline : March 19, 2025Quick Recommended LinksJobs by Location Job by industries Job Description:Cape Union Mart is seeking a motivated and detail-oriented Supply Chain System Analyst to join our Retail IT Department. The ideal candidate will have a strong...


  • Cape Town, Western Cape, South Africa WNS Full time

    About the JobWe are seeking a talented Business Intelligence Analyst to join our BPM team at WNS. As a key contributor, you will be responsible for analyzing and interpreting complex data sets to drive business growth and optimization.This is an entry-level full-time position in the customer service and outsourcing/offshoring domain. Key responsibilities...


  • Cape Town, Western Cape, South Africa Clicks Group Limited Full time

    About the RoleWe are seeking an experienced Pricing Analyst to join our team. As a Pricing Analyst, you will be responsible for analysing market data and developing pricing strategies that drive revenue growth and profitability.Analyse market data and develop pricing strategies that drive revenue growth and profitability.Monitor competitor pricing and...


  • Cape Town, Western Cape, South Africa Communicate Recruitment Full time

    Role Summary    Communicate Recruitment is seeking a Management Reporting Analyst to join our finance team. In this role, you will be responsible for analyzing financial data, identifying trends and areas for improvement, and developing recommendations for process enhancements. You will also be responsible for preparing management reports, creating...