Workforce Manager at Ignition Group

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.

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.