Senior WFM Leader: Forecasting & Real-Time Ops

Teleperformance; Cape Town; On-site; ZAR 900,000 - 1,400,000; Full time

Job summary

Teleperformance SA is seeking a Workforce Management (WFM) Manager to oversee forecasting, scheduling, and real-time operations for our SA delivery centers. You will coordinate with multiple departments to meet KPIs while ensuring employee satisfaction and compliance with labor laws.

The role requires extensive WFM experience, leadership, and strong analytical skills to drive data-informed decisions and process improvements across complex, multi-site environments.

Qualifications

• 6+ years of workforce management experience, with leadership role exposure.
• Experience with multi-site, multi-skilled contact centers and WFM tools.
• Strong understanding of labor laws and compliance in workforce management.

Responsibilities

• Forecast staffing requirements by analyzing historical data and external factors.
• Create accurate schedules balancing peak and non-peak periods while considering skills and availability.
• Oversee resource allocation to meet operational needs.
• Monitor real-time staffing levels using WFM systems (IEX, Verint, Genesys) and adjust as needed.
• Generate reports on key metrics (service levels, occupancy, productivity) and act on variances.
• Lead and mentor a team of analysts and schedulers; collaborate with operations, HR and finance.

Skills

Emotional intelligence

Entrepreneurship

Communication

Collaboration

Open-mindedness

Solution orientation

Process excellence

Critical thinking

Job description

Teleperformance SA is seeking a Workforce Management (WFM) Manager to oversee forecasting, scheduling, and real-time operations for our SA delivery centers. You will coordinate with multiple departments to meet KPIs while ensuring employee satisfaction and compliance with labor laws.

The role requires extensive WFM experience, leadership, and strong analytical skills to drive data-informed decisions and process improvements across complex, multi-site environments.