WFM Director

呐; Wes-Kaap; On-site; ZAR 800 000 - 1 200 000; Full time

Job summary

A leading company in South Africa is seeking a Workforce Management (WFM) Director to lead WFMaaS initiatives. This role involves strategic oversight, client engagement, and team leadership to ensure excellence in service delivery and innovation. The ideal candidate will have extensive experience in the BPO sector, with a proven track record in managing high-performing teams and delivering client-centric solutions.

Qualifications

• Minimum of 10 years' experience in Workforce Management.
• Prior experience as a Senior WFM Manager or WFM Director is essential.

Responsibilities

• Drive WFMaaS growth and support business development efforts.
• Build, coach, and lead WFM teams for operations and new implementations.
• Design and implement a governance framework for WFM functions.

Skills

Strategic thinking

Strong communication

Client engagement

Education

Matric

Job description

Job Title: Workforce Management (WFM) Director

Location: Cape Town, South Africa

Reporting To: Vice President of WFM

Job Overview

The WFM Director will play a pivotal leadership role in driving Workforce Management as a Service (WFMaaS) across Teleperformance operations. This role combines strategic oversight, client engagement, and team leadership to ensure delivery excellence, continuous innovation, and optimal resource management. The ideal candidate will have deep expertise in WFM within the BPO sector and a proven ability to manage high-performing teams, influence senior stakeholders, and deliver client-centric solutions.

Key Responsibilities

• Drive WFMaaS Growth: Champion the expansion of WFMaaS offerings by supporting business development efforts, including crafting client-specific responses to RFPs and proposals.
• Client Engagement: Represent WFM capabilities during client presentations, meetings, and site visits—effectively demonstrating our value proposition.
• Strategic Proposal Support: Collaborate closely with the Business Development team to create tailored workforce strategies aligned with client needs.
• Team Leadership & Development: Build, coach, and lead WFM teams responsible for both existing operations and new implementations.
• Governance & Standardization: Design and implement a comprehensive governance framework to ensure consistency and quality across all WFM functions.
• Performance Monitoring: Oversee delivery KPIs, conduct routine performance evaluations, and proactively manage client satisfaction.
• Innovation Culture: Foster an environment of innovation, targeting at least one measurable, value-driven initiative per quarter.
• Process Improvement: Identify and implement enhancements to improve workflows, team productivity, and organizational efficiency.
• Feedback Implementation: Utilize client and operations feedback to drive improvements in service delivery and performance.
• Departmental Oversight: Achieve departmental objectives through effective planning, resource management, and performance evaluation.

Additional Requirements

• Collaborate cross-functionally and build strong working relationships across departments.
• Take ownership of team performance and implement improvement strategies where needed.
• Support leadership in analyzing key performance drivers and optimizing operational processes.
• Engage with stakeholders at various levels across functions and verticals.
• Demonstrate a strong commitment to internal customer satisfaction and service excellence.

Critical Competencies

• Strategic thinking with the ability to design and implement process improvement and governance models.
• Ability to interpret and integrate both internal and external performance updates.
• Skilled in managing departmental objectives, staffing, and performance evaluation.
• Strong communication and presentation abilities, particularly in client-facing scenarios.

Qualifications & Experience

• Minimum Education: Matric (essential)

Experience:

• Minimum of 10 years' experience in Workforce Management, preferably in the BPO sector
• Prior experience as a Senior WFM Manager or WFM Director is essential