Workforce Manager - Umhlanga at Ignition Group

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.

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