Job Description

Role:

WFM Assistant Manager

Department:

WFM

Location:

Cape Town

Job Type:

Office Based

Hours:

US Hours

Job Overview:

We are seeking a highly motivated and experienced

WFM (Workforce Management) Assistant Manager

to join our dynamic team. In this role, you will be responsible for managing and optimizing the day-to-day operations of the Workforce Management team. Strong leadership, in-depth knowledge of workforce management processes, and the ability to drive operational efficiency and performance are key to success in this role.

Key Responsibilities:

Team Leadership & Development:

Lead, mentor, and support a team of WFM analysts to ensure optimal performance and high service delivery standards. Conduct regular performance reviews, provide constructive feedback, and foster continuous learning and development within the team.

Forecasting & Scheduling:

Oversee the creation of accurate staffing forecasts based on historical data, business trends, and seasonal demands. Ensure effective scheduling of resources that balance client needs with operational efficiency.

Real-Time Management:

Monitor real-time data, adjusting schedules as necessary to maintain service levels. Collaborate with operations teams to manage break schedules, shift changes, and absence coverage to minimize disruptions.

Reporting & Analysis:

Generate and analyze workforce management reports, identifying trends, performance gaps, and areas for improvement. Provide data-driven insights and actionable recommendations to leadership to enhance performance and operational efficiency.

Process Improvement:

Continuously evaluate processes and systems, recommending and implementing improvements to enhance team performance, service levels, and customer satisfaction. Maintain and refine WFM strategies in alignment with company goals and objectives.

Collaboration & Communication:

Work closely with cross-functional departments, including operations, HR, and IT, to ensure seamless execution of workforce management processes. Act as a liaison between the WFM team and senior management, keeping leadership informed of key performance metrics and operational challenges.

Skills & Expertise:

Strong knowledge of WFM tools and software (e.g., NICE, Verint, or similar platforms). Proficiency in data analysis, reporting, and forecasting methodologies. Ability to manage multiple tasks and priorities in a fast-paced environment. Excellent communication and interpersonal skills, with the ability to motivate and lead a team effectively.

Analytical & Problem-Solving Skills:

Strong analytical skills with the ability to interpret data, identify trends, and solve complex workforce-related issues.

Leadership & Collaboration:

Proven leadership experience in managing teams, driving performance, and fostering a positive work environment. Strong collaboration skills, with the ability to work cross-functionally to achieve business objectives.

Experience Required:

Proven Experience:

Minimum of 3-5 years of experience in workforce management or a similar operations role, 2-3 years in a leadership capacity as an WFM Lead/Assistant Manager or similar position. Matric Equivalent (Essential) BPO experience would be advantageous
Job Types: Full-time, Permanent

Work Location: In person