Team Leader: Wfm/cm/analytics

4 days ago

Johannesburg, South Africa Harambee Youth Employment Accelerator Full time

**ABOUT THE ROLE**

**JOB DESCRIPTION**

**Leadership and Supervision**:

- Lead and manage the WFM team and the dialer person, providing guidance, support, and development opportunities. Foster a positive and collaborative team environment.
- **Workforce Management**:

- Oversee workforce planning, scheduling, and real-time management to ensure optimal staffing levels. Monitor and analyze workforce performance metrics, making adjustments as necessary to meet operational goals.
- **Dialer Management**:

- Manage the dialer system, ensuring efficient and effective use to maximize contact rates and campaign performance. Troubleshoot and resolve any dialer-related issues promptly.
- **Quality Assurance Analytics**:

- Collaborate with the Quality Assurance team to gather and analyze data on performance, compliance, and customer satisfaction. Provide actionable insights and recommendations based on QA analytics to improve processes and outcomes.
- **Reporting and Analysis**:

- Prepare and present regular reports on workforce performance, dialer efficiency, and QA findings to senior management. Utilize data to identify trends, areas for improvement, and opportunities for optimization.
- **Continuous Improvement**:

- Drive continuous improvement initiatives within the team, leveraging data and feedback to enhance processes and performance.
- Stay updated on industry best practices and implement relevant strategies.

**MINIMUM REQUIREMENTS**
- Matric (Grade 12).
- At least 2 years people management experience in a similar role within a call centre environment with proven experience in a leadership or supervisory role.
- Minimum 4-5 years Workforce Management experience with exceptional understanding of WFM principles such as Erlang C, weighted averages, workload calculations, etc.
- Minimum 3 years experience in a call centre environment, with at least 1 year in a dialler management role (preferred).
- Experience with FTE (Full Time equivalent) based workforce models and outcomes-based workforce models, looking at scenario-based planning.
- Ability to compile information and prepare reports that are easily translatable for client delivery.

**COMPETENCIES**
- Tenacity: Demonstrates enthusiasm and urgency, striving for excellence in achieving results and overcoming challenges.
- Influential Leadership: Motivates and mobilizes teams to deliver their best performance aligned with Harambee's objectives.
- Problem Analysis and Resolution: Uses sound judgment to identify and solve problems effectively at Harambee.
- Situational Awareness: Understands changing situations, adopts the right attitude and takes timely actions.
- Effective Communication: Delivers clear and impactful communication tailored to various audiences, utilizing multiple formats and tools.

**YOUNG PEOPLE & PEOPLE LIVING WITH DISABILITIES ARE ENCOURAGED TO APPLY**

**CLOSING DATE IS THE 20TH OF JUNE 2025

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