Client Contact Centre Workforce Operator with minimum 3-5 years relevant experience in managing WFM staff on Presence system, required to start asap.

Minimum requirements:

  • Grade 12
  • Relevant IT qualification preferred
  • Presence system experience essential
  • Presence Technical Certification highly advantageous
  • Minimum 3-5 years’ experience in Workforce Management using Presence required


  • Manage WFM staff, procedures and all management processes in support of operations
  • Manage Lead Campaigns within the call centre
  • Responsible for effective operations in the group contact centre with 2 reports
  • Stakeholder and service provider relationship management and liaison
  • Workforce management strategy
  • Manage day to day operations of the workforce management team
  • Leads workforce forecasting, scheduling and load balancing for call activities
  • Liaise with Quality and Team Manager
  • Schedules for Proficiency Test and QA
  • Adjust workforce requirements and reforecasts
  • Manage and analyse operational and workforce data
  • Real time management – monitoring agent productivity and schedule adherence
  • Liaise with Team Leaders to ensure collections call centre agent are managing call volumes
  • Analysing statistics
  • Research and document Call Centre Industry processes for bench marking
  • Monthly performance reports
  • Manage incentive program
  • Manage Presence System
  • Manage communication methods
  • Provide technical support (Presence System) to contact centre
  • Manage various campaign simultaneously
  • Performance management of team
  • Monitor and analyse data and reporting daily/weekly/monthly
  • Monitor and improve call, data and advice quality
  • Evaluate and rebalancing workload

If you are a SA citizen & your CV meets the above criteria, please send your CV to

Recognising that diversity is the key to excellence, our client especially encourages members of designated groups to apply.

If you have not heard from us within a 2 week period, please deem your application as unsuccessful.