84 Call center manager Jobs and Work in Western Cape

Senior Manager - Workforce Manager
EXL Service —Cape Town, Western Cape
- Full-time
Cloud Contact Center Manager
EXL Service —Cape Town, Western Cape
- Full-time
Account Manager
Childcare Marketing Group —Cape Town, Western Cape
- R61 000 - R70 000 a month
- Full-time
Quick Apply
12d
Manager: Workforce Management
WNS Global Services —Cape Town, Western Cape 7925
- Full-time
Quick Apply
4d
Operations Supervisor (942)
Teleperformance —Cape Town, Western Cape 7925
- Full-time
Project Manager, SureAdhere
Dimagi —Cape Town, Western Cape
- R811 740 a year
- Remote
Operations Supervisor (976 977 978)
Teleperformance —Cape Town, Western Cape 7925
- Full-time
Global Customer Support Workforce Manager
RELX —Cape Town, Western Cape
- Full-time
Senior Group Manager - Call Centre Operations Night Shift
WNS Global Services —Cape Town, Western Cape
- Full-time
Quick Apply
Team Leader (Call Centre)
WNS Global Services —Cape Town, Western Cape 7441
- Full-time
Quick Apply
Transportation Manager
TTEC —Cape Town, Western Cape
Quick Apply
Senior Operations Manager
TTEC —Cape Town, Western Cape
Quick Apply
Concierge - The Cape Town EDITION Hotel (Pre-opening)
Marriott International, Inc —Cape Town, Western Cape 8001
- Full-time
Assistant Manager - Operations
WNS Global Services —Cape Town, Western Cape 7441
- Full-time
Quick Apply
Operations Manager
TTEC —Cape Town, Western Cape
Quick Apply
Digital Account Strategist
Childcare Marketing Group —Cape Town, Western Cape 8001
- Full-time
Quick Apply
12d
Call Centre Operations Manager: Travel (Sabre) (Night Shift)
WNS Global Services —Cape Town, Western Cape 7441
- Full-time
Quick Apply
Night Shift HRBP
WNS Global Services —Cape Town, Western Cape 7441
- Full-time
Quick Apply
Group Manager - WFM
WNS Global Services —Cape Town, Western Cape 7441
- Full-time
Quick Apply
Assistant Manager - WFM Planner
WNS Global Services —Cape Town, Western Cape 7441
- Full-time
Quick Apply

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Senior Manager - Workforce Manager

EXL Service -
Cape Town, Western Cape

Apply Now

Job Details

Full-time

Full Job Description

Job Description: Basic Functions

Generates month-wise, day-wise and interval-wise forecast incorporating historical trends and

other factors such as special events, seasonality, chum or growth, weather etc.

Runs short term forecast and re-forecast/adjust future volume projections as needed to ensure

optimum staffing always.

Creates, maintains and updates the Capacity plan and ensures that staffing requirements, seat

requirements and logistics are being delivered while balancing cost and performance.

Generates/reviews schedules accordingly to meet the business requirements enabling superior

customer service.

Provides leadership and supervision to a highly engaged and self-sufficient team of WFMs,

ensuring that all SLAs are met across accounts.

Drives high client satisfaction by managing service levels situations and providing staffing,

scheduling and Real-Time Adherence solutions.

Protects the organization’s assets through upholding the principles of Quality Information

Security Management System.

Serves as the main point of contact for all WFM concerns.

Responsibilities: Essential Functions

Reviews and amends the long term and short-term forecasts, schedules, and reports while

ensuring accuracy and timelines of delivery.

Ensures workforce management process and procedures are in place and followed.
Conducts performance appraisals of direct reports periodically.
Monitors daily, weekly, monthly and the annual center performance and alerts management of

any discrepancies or issues around it.

Monitors daily performance of forecasts and schedules against actual metrics within the

center and applies changes to future plans.

Plans, directs, supervises, and evaluates forecasting and scheduling workflow.
Assists in the implementation of a Workforce Management System within the organization to

enable effective management of shifts and work patterns.

Perform routine audits of call center reports to ensure accuracy and integrity is maintained.
Ensures confidentiality, integrity, and availability of information critical to fulfilling the

organizations business functions.

Able to analyze call center trends, including call volume, call patterns, staff productivity,

attrition rates, and resource allocation.

Proactively collaborates with other departments to identify opportunities for improvement and

provides input on performance.

Ensures regular coaching, feedback and recognition is being done with the direct reports.

Qualifications: Requirements

6-8 years’ minimum experience in Workforce Management
Excellent skills in forecasting, scheduling and real-time time management a must
Strong organizational skills to ensure critical timelines are met
Accuracy and attention to details a must in this role
Strong presentation skills
Detail oriented with ability to deliver project deliverables with little supervision
Excellent written, verbal and e-mail skills, with the ability to interface effectively with
individuals at various levels
Ability to effectively prioritize workload in a fast paced, real-time and frequently changing
environment while remaining detailed and organized
Demonstrate analytical, organizational, problem solving and creative thinking skills
Respond positively to change, embracing and using new practices or values to accomplish
goals and solving problems
Flexible and willing to work in shift schedules and during weekends.

Apply Now

Refine Your Search

call center manager jobs in western cape

Senior Manager - Workforce Manager

Cloud Contact Center Manager

Account Manager

Manager: Workforce Management

Operations Supervisor (942)

Project Manager, SureAdhere

Operations Supervisor (976 977 978)

Global Customer Support Workforce Manager

Senior Group Manager - Call Centre Operations Night Shift

Team Leader (Call Centre)

Transportation Manager

Senior Operations Manager

Concierge - The Cape Town EDITION Hotel (Pre-opening)

Assistant Manager - Operations

Operations Manager

Digital Account Strategist

Call Centre Operations Manager: Travel (Sabre) (Night Shift)

Night Shift HRBP

Group Manager - WFM

Assistant Manager - WFM Planner

I want to receive the latest job alert for call center manager in western cape

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