Contact Centre Workforce Manager

Salary :

R38,000 - 46,000 monthly

Company : Insphired Recruitment

Job Type : Full Time

Sandton, South Africa

Job Description - Contact Centre Workforce Manager

Our client in the Emergency Medical Services industry is currently looking for a Contact Centre Workforce Manager, in Sandton, Johannesburg.

Responsibilities:

Develop and implement tactical operational solutions in the contact centre.

Overseeing Workforce Management (WFM), ACD/IVR, and dialler functions, ensuring productivity and optimal staffing for efficient service delivery.

Workforce Planning:

Forecast and plan staffing needs based on volume and performance trends.

Ensure efficient scheduling to meet service levels.

Resource Management:

Manage resource allocation to maximise productivity.

Analyse performance data to support operational improvements.

System Administration:

Oversee and maintain WFM, telephony, and dialler systems.

Ensure the accuracy of data and operational reporting tools.

Relationships & Collaboration:

Build strong internal stakeholder relationships.

Facilitate collaboration across departments to ensure shared objectives.

Requirements:

Degree or Diploma in Business Analytics, Data Sciences, or related field (Non-negotiable)

8 – 10 years of experience in workforce planning, data management, and call centre operations.

Contact centre dynamics and appropriate modelling techniques.

WFM, Dialler, and telephony system functionalities.

Excel (including advanced modelling) and Power BI or similar tools.

Customer service excellence.

Stakeholder engagement and collaboration.

Analytical and problem-solving skills.

Best practices in workforce planning.

Strong prioritisation and time management.

Remuneration:

R38 000 – R46 000 per month plus benefits.

Original job Contact Centre Workforce Manager posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.

Share Job

Get your Resume Reviewed for Free

About the Company

Insphired Recruitment

Unlock top-tier talent and optimise your workforce with our elite recruitment services. Find tailored job solutions and unparalleled talent connections.

Similar Contact Centre Workforce Manager Jobs in South Africa

Get your Resume Reviewed for Free

Email address

Why are you reporting this job?

I think it’s a discriminatory or offensive

I think it’s fraudulent or a scam

I think it’s trying to sell something unrelated to the job / it’s asking for money

I think it contains incorrect or broken information

Other

All Job Ads are subject to GrabJobs’s Terms of Service. We allow users to flag postings that may be in violation of those terms. Job Ads may also be flagged by GrabJobs moderation team. However, no moderation system is perfect, and flagging a posting does not ensure that it will be removed.

Setup your job alert:

Frequency

By activating job alerts, I agree to GrabJobs Terms & Privacy Policy. I can unsubscribe to job alerts anytime. Skip

Contact Centre Workforce Manager

Job Description - Contact Centre Workforce Manager

About the Company

Similar Contact Centre Workforce Manager Jobs in South Africa

Mobile Apps