Workforce Management Assistant Manager

呐; Wes-Kaap; On-site; ZAR 400 000 - 600 000; Full time

Job summary

A leading company is seeking a motivated WFM Assistant Manager in Cape Town. This role involves managing day-to-day operations of the Workforce Management team, driving performance, and optimizing processes. The ideal candidate will have strong leadership skills, experience in workforce management, and proficiency in relevant tools. Join a dynamic team and contribute to operational efficiency and service excellence.

Qualifications

• 3-5 years experience in workforce management or similar operations role.
• 2-3 years in a leadership capacity as WFM Lead/Assistant Manager.

Responsibilities

• Lead and mentor a team of WFM analysts for optimal performance.
• Oversee staffing forecasts and ensure effective scheduling.
• Generate and analyze workforce management reports for performance insights.

Skills

Leadership

Data Analysis

Communication

Problem-Solving

Education

Matric Equivalent

Tools

NICE

Verint

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