Workforce Optimisation Manager

Due to our significant growth, we are looking for a Workforce Operations Manager to join our team in our state-of-the-art contact centre in Cape Town.

At Ascensos, we take a mindful approach to customer service outsourcing and recruit with our clients in mind. We think big and we’re looking for team members who think bigger, achieve more, and work smarter. 

You will possess strong initiative, team leadership, influencing and excellent judgement, as well as the ability to attract and grow top-notch people.  

Please note. This position is office-based at our site in Searle Street, The Boulevard in Woodstock.

As part of #theAteam, you’ll receive full training and support to be the voice of our clients’ brand. But no need to worry if you don’t have lots of experience, we have thе best training program ready for you.

Your role can include, but isn’t limited to:

• Leading a team of Real Time Analysts.
• Working closely with Planning Manager to optimise call routing process across the contact centre and ensuring that we are delivering the right calls to the right people. 
• Assess any real time requests to understand impact on Service Levels. 
• Making real time decisions on how to best route calls depending on the circumstances and customer demand. 
• Deliver root cause analysis to identify misses in Service Levels through deep dives of data. 
• Provide feedback to WFM colleagues in the wider team of any variance to plan in terms of forecasted activity. 
• Ensure implementation of best practice processes across the Real Time team. 
• Building a strong line of succession planning in my team, matching skills & strengths to the right tasks and deploying personal development plans to maximise potential when needed. 
• Deliver continuous improvement reviews and activities to deliver cost savings and efficiencies whilst improving employee and customer experience. 
• Develop team knowledge and maintain consistent working relationships with clear dialogue. 

We’re delighted to drive innovation on-site day after day, so it’s a plus if you’re inventive and creative; we say yes to fresh new ideas to boost productivity, so reach out and help us shape the future.

We think big and we’re looking for team members who think bigger, achieve more and work smarter. Full training will be provided, but we want to hear from you if you have the following skills!

• Highly skilled communicator with the ability to communicate complex concepts to others. 
• Excellent interpersonal skills with the ability to form and maintain strong relationships internally and engage with stakeholders. 
• Highly developed analytical and problem solving skills. 
• Excellent attention to detail skills. 
• Commercial and financial awareness, with a full understanding of the impact of failure with regards to business costs. 
• Highly developed numeracy, statistical and reporting skills with the ability to analyse, interpret and manage information, data and trends. 
• Results orientated and organised with the ability to plan and deliver against deadlines. 

We recognise the unique contributions of everyone in #theAteam; it’s what drives our success. And we celebrate talent. That’s why there’s a huge focus on career development and recognition at Ascensos.

As an Equal Opportunity Employer, we pride ourselves on hiring local talent and offer a range of employment opportunities designed to fit a variety of lifestyles. You will be welcomed into an inclusive, diverse and fun environment where; delivering excellent customer service, career development and fun Fridays are the norm.

We’ll tell you all about it during your interview!

• Full training & support.
• Medical insurance after 6 months.
• Up to R1000 performance bonus
• Opportunities to progress your career with us (more than 90% of advancement and promotions come from our internally developed talent pool).
• Full training & support.
• Access to our Learning & Development Talent SPA.
• ‘Employee of the Month’ Awards.
• A diverse & inclusive working environment.