Workforce Manager (International)

The role:

Planner of all Planners! 

Ignition Contact Centre is the supporting arm of Ignition Group, a proudly International investment company focusing on Technology, Media, Telecommunications and Financial services. 

The Workforce Manager will play a pivotal role in driving our international contact centre operations forward, ensuring that a high level of productivity is continuously maintained by effectively delivering real-time (intra-day) management.

The successful candidate will demonstrate a strong understanding of how planning and forecasting staffing requirements contribute to optimal schedules and real-time (intra-day) management to support our growing contact centre operations teams.

The detail: 

Scheduling 

• Manage scheduled hours and shifts, and liaise with management to ensure workforce is maximised with overtime scheduling. 
  
• Ensure that staff are logged on for 9 hours, and are productive for 8 hours of each working day. 
  
• Capture overtime to ensure the hours worked are in line with hours scheduled for pay.

• Produce call volume forecasts on a daily, weekly, monthly and annual basis.
  
• Perform continual analysis of current performance and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve business objectives, and coordinate needed staffing adjustments based on current and forecasted results.
  

• Manage workforce to ensure that reports are delivered accurately and on time throughout the shift.
• Provide daily/intra-day performance reports to management and clients.
• Ensure all warnings are completed and handed in to Human Resources. 
  

• Lead, guide, and manager a team of Workforce Planners and Administrators. 
  

• Build and manage relationships with internal and external stakeholders. 
• Work in close collaboration with relevant teams to ensure business objectives are met. 
  

• Have you completed Matric and a relevant post-matric qualification?  
  
• Do you have a minimum of 5 years'' experience in Contact Center Workforce Management position? 
  
• Are you confident in your ability to build and leverage relationships with senior leadership to effectively drive change on major, complex and long-lasting initiatives? 
  
• Can you analyse and perform forecasting in a contact centre environment and schedule to the requirements of call volumes/ patterns? 
  
• Do you have a minimum of 2 years people management experience?  
  
• The necessary skills (expert level!): Analytical; Mathematical, Communication; Leadership 
  
• IT stuff (advanced) - Erlang Calculator; MS Excel; MS Access; SQL 
  
• This position requires dayshift, nightshift, and weekend availability. Does this suit you?