Tactical Planning Manager

• Minimum Qualification:   Matric (Completed)Minimum/Preferred Experience:
  • 2+ years’ experience in management role working with one or more workforce management systems such as Work smart, IEX, Aspect, CC Pulse
  • Resource Planning and Real Time experience
  • Great technical ability, particular with WFM systems (e.g. Aspect & CMS) and MS Excel

Senior Learning and Development Officer

• Matric (Completed)
• Assessors with relevant experience – Preferred
• Moderator and Design certificates with relevant experience – Preferred

Digital Transformation Manager

• Bachelor’s or Master’s degree in Business, Technology, Engineering, or related field.
• Certifications in project/change management (e.g., PMP, Prosci, Agile) and/or process improvement (e.g., Lean Six Sigma) are highly desirable.

Customer Advisor

• Academic:

• Grade 12 (Matric)
• Experience:
• 12 months international BPO customer service experience OR 24 months Domestic Customer Service experience.
• Sales through service

Finance Manager

• Excellent oral and written communication skills
• Accuracy in interpretation and analysis of data
• Accuracy and timeliness in accounting, reporting and other deliverables
• Identify and implement improvements within internal processes
• Excellent knowledge of MS Excel (VLOOKUP, SUMIF, COUNTIF, text manipulation, data validation, etc.) and MS Office applications
• Financial planning and analysis (FP&A)
• Excellent oral and written communication skills
• Accuracy in interpretation and analysis of data
• Accuracy and timeliness in accounting, reporting and other deliverables
• Identify and implement improvements within internal processes
• Excellent knowledge of MS Excel (VLOOKUP, SUMIF, COUNTIF, text manipulation, data validation, etc.) and MS Office applications
• Financial planning and analysis (FP&A)

• 2 years’ experience applying data science across mainly qualitative data and preferably in a contact centre
• Competent in Insight, MI, analytical and statistical theories, and methods
• Strong understanding of Statistical Analytics, Correlation, Regression, Cluster Analysis, Standard Deviation etc.
• Knowledge and application of MI/BI & Contact Centre relevant software & systems – Business Objects, Power BI, Aspect WFM, Avaya Telephony, MS Office (Excel, PowerPoint, etc.)
• Knowledge of programming tools such as Microsoft Power BI, Microsoft Azure, Fabric, Snowflake, Python, SQL, R.
• Excellent Excel knowledge, including VBA, formulae (e.g. vlookup), PivotTables
• Excellent presentation skills, including use of PowerPoint
• Great communication skills, both written & verbal with an ability to convey results to business users, including regular conference calls and presentation of performance to client
• Experience of collation, reporting and presentation of data & information is essential
• Data manipulation experience beyond Excel; joining, aggregating, transforming data for analysis; SQL
• Experience of the theory and application of customer satisfaction / loyalty methodologies, and customer research (qualitative and quantitative) techniques
• Strong analytical skills essential, with a genuine interest in data analysis and insight
• Experience of evidence-based decision-making establishing baselines; logical tests; use of control groups; critical thinking.
• Experience of using statistical software to deliver analyses and insight
• Experience of using both speech & text analytic applications
• An aptitude for both efficient and accurate working
• A willingness to work independently when required using own initiative
• A good understanding of financial/commercials.

• Professional Certifications (preferred or in progress):
•   – Microsoft Certified: Power BI Data Analyst Associate (PL-300)
•   – SnowPro Core Certification (Snowflake)
•   – Microsoft Certified: Azure Data Engineer Associate
•   – AWS Certified: Data Analytics – Specialty
• Proven experience managing and developing high-performing data teams.
• Strong technical expertise in Snowflake, Power BI, Microsoft Fabric, SQL, Python, and R.
• Experience with Azure Data Factory, Databricks, Synapse Analytics, and AWS Glue.
• Demonstrated ability to lead by example through hands-on technical delivery.
• Experience in agile delivery, sprint planning, and backlog management.
• Excellent communication, coaching, and stakeholder engagement skills

• Advanced use and understanding of Workforce management systems
• MS office application knowledge including Excel & Access
• Expertise in using all essential applications and systems for line management (e.g Aspect eWFM, AIDA, Dakota, Firefly, OPT, MI Webview, Sharepoint)
• 2 years previous planning/scheduling  experience is preferable but not essential

• At least 5 years plus experience within Business Planning and Workforce Management processes
• Experience of large scale, multiple client/dimension resource planning
• Advanced MS Excel experience and Planning specific software (example;  Aspect, CMS and eWFM, Genesys, Live Person)
• Leadership experience
• Experience within the BPO or Call Centre/Service sector environment is preferred but not essential

Minimum requirements:

• 12 – 24 months Quality Analyst experience within the Call Center environment (BPO preferred)
• Proven track record of good performance
• 12 -24 months insights experience preferred

• Grade 12 / Matric

Experience:

• 24 Months tenure within Capita SA
• 3-4 Years’ experience gained within a Learning & Development space.
• 2 years Digital Content experience
• Management/Team Lead experience – essential