Education and Minimum Requirements :
Grade 12 (Matric)
Ideally university degree educated
Expert knowledge of customer management IT and telephony systems
Expert in the Workforce Management field
10+ years’ experience working at a management level, preferably planning for thousands of staff and millions of customer interactions
3+ years’ experience in managing specialist teams within the outsourced call centre environment
3+ years’ experience managing and developing budgets and financial forecasts
Skills and competencies :
Excellent written and verbal communication skills
Planning and Organizational Skills; defining performance standards and meeting multiple service levels; manage resources in the mid- term.
Leadership skills; ability to lead and motivate a team
Advanced technical knowledge of customer management systems, data and IT / Telecoms infrastructure
Strong and adaptable communication skills with the ability to influence and motivate employees and managers
Financial management; ability to develop and manage budgets and forecasts; control of expenditure and understanding of consequences of deviations;
commission structures; financial acumen
Ensure that the Team provides effective support on the successful delivery of operational targets according to client agreements
Manage an effective Communication model to ensure all teams understand the overall business performance and their impact on it.
Ensure all forecasting, scheduling and real-time management activities are optimized and address areas for improvement
Ensure continuous Improvement of Operational area
Identify and highlight opportunities for service and process improvements
Analyze and research team metrics to identify areas of excellence and implement across teams
Management of the Planning Managers
Provide daily direction and communication to Planning Managers on all aspects of campaign performance
Identify and assist with workforce planning issues
Coach Planning Managers on workforce and leadership issues
Engage with clients business loaning functions to agree forecasts, handle times etc.
Support the process of new bid modelling to ensure that all new bids are correctly sized, costed and minimum margin levels are met
Provides input into process improvement initiatives and budget
Engages with the Client as required
Subject Matter expert for the area and broader organization.
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