Senior Workforce Planning Manager Bpo Us Hours

Cape Town, WC, ZA, South Africa

Job Description

Job Title: Senior Group Manager - Workforce Management (WFM)


Location: Cape Town, South Africa


Job Summary:


We are seeking an experienced and strategic Workforce Management (WFM) professional to lead our WFM function for our South Africa call center operations.


The Senior Group Manager - WFM will be responsible for end-to-end workforce management across multiple lines of business, ensuring optimum staffing, service level adherence, and operational efficiency.


This leadership role requires strong analytical skills, people management capability, client handling expertise, and the ability to drive continuous improvement and operational excellence.


Key Responsibilities:o Lead the overall WFM function covering Forecasting, Capacity Planning, Scheduling, Real-Time Management, and Reporting & Analytics.


Design and implement workforce strategies to meet client contractual obligations and internal operational goals
.o Collaborate with business leaders, client partners, and cross-functional teams to ensure WFM alignment with business objectives.


Ensure accurate volume forecasting and capacity planning for voice, chat, email, and back-office processes. Oversee creation and optimization of schedules, adherence monitoring, and real-time service delivery. Drive efficiencies in staffing and cost management while meeting Service Level Agreements (SLAs), productivity, and key performance metrics. Act as the WFM Single Point of Contact for client and internal leadership interactions
.o Participate in client governance calls, reviews, and presentations to demonstrate WFM performance and initiatives


.o Drive process automation, technology adoption (such as NICE IEX, Verint, Genesys WFM, or equivalent tools), and analytics-led decision-making.



Qualifications


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Graduate


Qualifications & Experience:


Bachelor's Degree 10-15 years of experience in Workforce Management in the BPO/Call Center industry with at least 3-5 years in a leadership role. Knowledge of WFM tools like NICE IEX, Verint, Genesys, Aspect, or equivalent will be added advantage. Experience managing multi-geo, multi-client WFM operations is preferred. Excellent analytical, problem-solving, and decision-making skills. Exposure to the South Africa BPO landscape will be an added advantage.
Why Join Us? Be part of a dynamic, fast-growing BPO organization expanding its global footprint.


Opportunity to lead WFM strategy for a key geography and contribute to organizational growth.


Work in a diverse, inclusive, and collaborative environment with global career development opportunities.


Additional Information


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US Shifts


Job Location


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Job Detail

  • Job Id
    JD1473849
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Cape Town, WC, ZA, South Africa
  • Education
    Not mentioned