About the position
ROLE PURPOSE
This role is responsible for the collaborative development and implementation of tactical operational solutions within the Contact Centre. Key responsibilities include the oversight and optimization of Workforce Management (WFM), ACD/IVR systems, and dialer technologies. The role ensures operational efficiency by analysing, reporting, and improving employee productivity across individual, departmental, and centre-wide levels, while aligning resources with business activity requirements.
KEY RESPONSIBILITY AREAS
- Workforce Planning: Forecast and schedule staffing needs to meet service level objectives.
- Resource Management: Monitor and manage resource allocation and productivity performance.
- System Administration: Oversee and maintain WFM systems, dialers, and telephony platforms.
- Relationships and Collaboration: Build effective working relationships and collaborate with stakeholders to co-create operational solutions.
QUALIFICATIONS
Essential Education:
- Grade 12 (Matric)
- Diploma in Business Analytics, Data Science, or a related field
Preferred Education:
- Bachelor's Degree in Business Analytics, Data Science, or a relevant discipline
EXPERIENCE
Minimum Required:
- 8-10 years' experience in workforce planning, data management, and contact centre operations
REQUIRED SKILLS AND KNOWLEDGE
- Strong understanding of contact centre dynamics and volatility, particularly in small to medium-sized environments
- In-depth knowledge of Contact Centre technologies, including WFM systems, Dialers, ACD, and IVR platforms
- Advanced computer literacy, with expert-level Excel modelling skills
- Proficiency in Power BI or similar business intelligence tools
- Deep analytical skills with strong attention to detail
- Demonstrated time management, prioritisation, and organisational abilities
- Excellent stakeholder management and collaboration skills
- Strong customer service orientation
- Thorough understanding of workforce planning principles and best practices
Desired Skills:
- Excel Modeling
- PowerBI
- Telephony systems
