Contact Centre Workforce Manager

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Contact Centre Workforce Manager

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ER24 Contact Centre 124 | Rivonia | South Africa

Closing date: 15/05/2025

Number of positions: 1

Recruiter name: Silindokuhle Bawuti

Reference number: 60012

Workplace Type: On-site

Permanent

Please note if you are an internal employee on a fixed term contract please apply using an external candidate profile and not your employee profile

MAIN PURPOSE OF JOB

This role is responsible for collaboratively developing key tactical operational solutions across the Contact Centre, and includes oversight of the WFM, ACD/IVR and Dialer. It includes overseeing productivity by assessing, analysing, and reporting employee productivity at the individual, departmental and contact centre level to ensure that adequate resourcing is in place for the business to meet activity requirements.

KEY RESPONSIBILITY AREAS

Workforce Planning
Resource Management
System Administration
Relationships and Collaboration

Required Education

ESSENTIAL EDUCATION

Grade 12, Diploma in Business Analytics or Data Sciences or in a relevant field

DESIRED EDUCATION

Degree in Business Analytics or Data Sciences, or in relevant field

Required Experience

ESSENTIAL MINIMUM EXPERIENCE

Minimum of 8-10 years experience in workforce, data management and call centre operations

Desired Experience

n/a

Required Job Skills And Knowledge

Understanding the volatility of contact centres and the special models appropriate to these environments
Good knowledge of Contact Centre WFM, Dialer and Telephony systems
Advanced computer literacy
Workforce planning best practices and principles
Expert Excel modelling
Power BI or similar
Understanding the volatility of small contact centres and the special models appropriate to these environments
Excellent customer service focus
Demonstrate time management and prioritisation organisational skills
Excellent analytical skills with deep attention to detail
Stakeholder Management
Collaborative solutions creation

All applicants will be considered, with the understanding that preference will be given in accordance with the Employment Equity Plan of Mediclinic Southern Africa, as well as internal applicants/employees that meet the minimum requirements.

Please note if you are an internal employee on a fixed term contract please apply using an external candidate profile and not your employee profile

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