Workforce Manager

2 weeks ago

Umhlanga, South Africa Careerbox CCI Full time

As a Workforce Manager your role will be to develop and lead a high performing planning team that supports and drives the operational teams of all clients within CCI to deliver market-leading contractual service

To optimise call delivery and workflow across the 16-week planning window for all clients within CCI, balancing service and recovery actions to deliver the best customer experience with the least business effort. A high focus on stakeholder engagement and team development to drive best in class planning outcomes

**Here’s what you’ll need**:

- Sound knowledge of WFM platform(s)
- 2-4 years experience working at an analyst level within a Call Centre of a large operation
- An extensive knowledge of forecasting techniques and resource planning tools
- The ability to quickly analyse large data sets, identify anomalies, and highlight issues and areas for improvement in order to deliver accurate forecasts and schedules to the operation within agreed levels of service.
- Grade 12 or equivalent NQF4 level qualification
- Tertiary education in accountancy, statistics or IT would be ideal
- Intermediate knowledge of CRM, IVR, ACD, dialler, and general customer management IT and telephony systems.
- Ideally greater than two years’ success as a Workforce manager in an outsourced call centre environment.
- Advanced MS Excel and PowerPoint skills
- Highly engaged individual with experience in managing a large group of stakeholders, understanding differing stakeholders’ needs, and the ability to facilitate good outcomes
- Thorough understanding of what delivers great customer service for our clients and our people
- Time to competency 0-6 months

To **apply**, send us a copy of your updated CV.

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