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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

  1. Workforce Planning
  2. Resource Management
  3. System Administration
  4. 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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