Lead Assistant Manager

EXL; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading data analytics company in Cape Town seeks a Workforce Management professional to manage staffing models and create schedules. Candidates should have a minimum of 2 years experience in workforce management within an inbound call center. Key responsibilities include managing scheduling processes, balancing staffing needs with operational goals, and maintaining staff plans. Strong skills in Microsoft Excel and relevant scheduling tools are essential. The role offers an opportunity to enhance operational efficiency and meet service levels.

Qualifications

• Minimum 2 years hands-on experience in WFM within an inbound voice call center.
• At least 1 year of scheduling experience using relevant tools.
• Strong analytical and problem-solving skills are essential.

Responsibilities

• Manage the scheduling process of the program.
• Adjust schedules to meet operational needs.
• Communicate effectively with internal and external customers.
• Maintain staff plans with approved capacity.

Skills

Ability to prioritize workload

Critical thinking

Problem-solving

Interpersonal skills

Verbal communication

Written communication

Attention to detail

Adaptability

Education

Matric

Tools

Microsoft Excel

eWFM

Genesys

Blue Pumpkin/Impact 360

IEX

Job description

• Locations ZA Cape Town C40 (Work From Office)
• Job Role Workforce Management-WFM
• Experience (In Years) 0-3

Job Description

Responsible for managing staffing models, creating schedules, and optimizing workforce planning to meet service levels and operational efficiency.

Responsibilities

• Manage the scheduling process of the program, including creation of agent schedules and IDPs.
• Adjust schedules as necessary to meet operational needs.
• Manage employee information changes within the Workforce Management system.
• Communicate effectively with internal and external customers.
• Balance staffing requirements with operational efficiency and financial goals.
• Plot mid-term to long-term staffing plans, including recommendations for new hire classes.
• Review Volume, AHT, Shrinkage, and Occupancy assumptions and incorporate into staff plans.
• Maintain staff plans with capacity and working assumptions approved by operations
• Recommend scheduling movements for optimal staffing.

Qualifications

Education and qualifications:

• Matric is Essential

Internal candidates: Minimum of 1 years of work experience as follows:

B2 can apply for a lateral for a lateral movement: Minimum tenure of 12 months within current band
B1 can apply: Minimum tenure of 12 months within current band

Performance ratings of 3.5 or higher in last appraisal cycle

No warnings or pending disciplinary action and no absenteeism

• General Skills
• Ability to prioritize workload, meet deadlines, and handle multiple tasks with attention to detail.
• Strong critical thinking, problem-solving, and interpersonal skills.
• Ability to give and receive feedback effectively.
• Works independently with minimal supervision.
• Strong arithmetic, analytical, and problem-solving skills.
• Adaptable and able to multitask in a dynamic environment.
• Excellent verbal, written, and comprehension skills.
• Technical Skills
• Highly proficient in Microsoft Excel.
• Ability to scrub, dissect, and shape data; create customized reports.
• Knowledge of WFM systems such as eWFM, Genesys, or similar.
• Able to create staffing forecasts, schedules, and IDPs; run scenarios inside a WFM tool.
• External Candidates : Work Experience
• Minimum 2 years hands‑on experience in WFM within an inbound voice call center.
• At least 1 year of scheduling experience using tools such as eWFM, Blue Pumpkin/Impact 360, IEX, or similar.

“In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets”

About Us

EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI‑led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservice.com .