Assistant Manager - WFM

WNS Global Services; Cape Town; Remote; ZAR 300,000 - 500,000; Full time

Job summary

A consulting firm is seeking a Workforce Management Specialist in Cape Town. This role involves creating and optimizing schedules based on forecasting and real-time data. Candidates should have 4-6 years of experience in workforce management, knowledge of WFM tools and principles such as Erlang C, and strong leadership skills.

Qualifications

• 4-6 years in workforce management, including forecasting and scheduling.
• At least 2 years in people management or similar experience.
• Expert level understanding of Workforce Management principles.

Responsibilities

• Create schedules based on forecast and actual trends.
• Support real-time teams to manage and achieve SLAs.
• Optimize existing schedules based on actual trends.

Skills

Leadership

Business Management

Supervising

Basic Math

Education

Any graduate with a minimum of Grade 12

Tools

WFM software

Erlang C calculators

Power BI

MS Project

Job description

This WFM resource is responsible for creating schedules based on forecast and actual trends.

Improve efficiencies and enhance utilization of resources.

Support real-time teams to manage and achieve SLAs

Process-related experience: Expert level understanding of Workforce Management principles such as Erlang C.

Extensive experience with short-term forecasting and scheduling within contact centers, including inbound, outbound, and non-voice channels.

Experience with multi/omni-channel WFM tools and telephony platforms (Verint, Presence, Cisco, etc.).

• Knowledge of Power BI, requirements management tools, or project management software like MS Project is an advantage.

Experience in building schedules using WFM software and Erlang C calculators.

Sound knowledge of RTA management and scheduling effectiveness.

Activities include intraday forecasting, DOW schedule adjustments, and managing large-scale schedules with WFM tools or Erlang C calculators.

Manage and optimize existing schedules based on actual trends.

Study historical trends, business changes, and operational effectiveness.

Identify call routing anomalies using real-time monitoring applications.

Oversee and maintain the WFM platform/system from a scheduling perspective.

Identify call volume interruptions and system outages affecting contact center performance.

Escalate contact center interruptions to business continuity leaders promptly and manage discipline.

Qualifications:

Experience: 4-6 years in workforce management, including forecasting and scheduling, with at least 2 years in people management or similar experience.

Educational Qualification: Any graduate with a minimum of Grade 12.

Additional Information: Night shift, remote work, full-time employment.

Key Skills: Restaurant, fashion retail, hospitality, assistant management, basic math, business management, leadership, supervising, retail management.

Experience: years

Vacancy: 1