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

Responsibilities:

  • 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 lourie@yazoo.co.za

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.