Contact Centre Workforce Manager at ER24 – Apply Now!

About ER24:
ER24, part of the Mediclinic Group, is South Africa’s trusted leader in emergency medical services, renowned for its commitment to delivering professional, efficient, and compassionate care. With a wide network of contact centres and medical response units, ER24 is dedicated to providing life-saving services across the nation. By joining ER24, you’ll be part of a passionate team committed to excellence and continuous improvement.

About the Role:
We are seeking an experienced Contact Centre Workforce Manager to take charge of our dynamic contact centre operations in Rivonia. This pivotal role involves developing tactical operational solutions across the centre, ensuring seamless resource management, and overseeing key systems such as WFM, ACD/IVR, and Dialer.

You will play a key role in driving productivity by assessing, analysing, and reporting employee performance at individual, departmental, and contact centre levels. Your expertise will ensure that we maintain optimal resourcing and meet all business activity requirements efficiently.

Key Responsibilities:

• Workforce Planning:
  Design, implement, and refine workforce planning models to meet contact centre demands effectively.

• Resource Management:
  Proactively manage resources and schedules to align with fluctuating business needs, ensuring consistent service delivery.

• System Administration:
  Oversee the functionality of WFM, Dialer, and Telephony systems to ensure seamless operations and compliance.

• Relationships & Collaboration:
  Partner with internal teams to create collaborative solutions and maintain strong stakeholder relationships.

Qualifications & Experience:

Required Education:

• Grade 12 with a Diploma in Business Analytics, Data Sciences, or a relevant field.

Desired Education:

• Bachelor’s Degree in Business Analytics, Data Sciences, or a related discipline.

Required Experience:

• 8–10 years’ experience in workforce, data management, and call centre operations.

Essential Skills & Knowledge:

• In-depth understanding of contact centre volatility and specialized operational models.

• Strong expertise in Contact Centre WFM, Dialer, and Telephony systems.

• Advanced computer literacy and expert Excel modelling skills.

• Familiarity with Power BI or similar analytics tools.

• Exceptional analytical skills and keen attention to detail.

• Proficient in workforce planning best practices and principles.

• Strong stakeholder management and collaborative problem-solving capabilities.

• Excellent customer service focus and organisational skills.

• Ability to manage priorities effectively in a fast-paced environment.

Why Join ER24?

• Be part of a reputable medical emergency services provider.

• Work within a collaborative and innovative environment.

• Play a pivotal role in optimizing operational performance.

• Enjoy opportunities for professional development and growth.

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TIPS for CV – Tailored for Contact Centre & Workforce Roles:

1. Highlight Workforce & Analytical Experience:
   Clearly outline your experience with workforce planning, data analytics, and contact centre operations, including tools you’ve used (e.g., WFM, Dialer systems).

2. Showcase Key Metrics:
   Quantify your achievements—mention improvements in efficiency, cost savings, or productivity increases driven by your strategies.

3. Emphasize Technical Skills:
   List advanced Excel skills, Power BI proficiency, and any telephony or ATS platforms you’ve managed.

4. Demonstrate Stakeholder Engagement:
   Provide examples of collaboration with other teams or departments and highlight your role in strategic initiatives.

5. Professional Presentation:
   Ensure your CV is well-organized, free of errors, and clearly outlines both your responsibilities and accomplishments in each role.

🌐 Company Website:
https://www.er24.co.za