Senior WFM Leader – Strategy, Forecasting & Automation

Redial BPO; Johannesburg; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading BPO firm located in Johannesburg is seeking a Workforce Manager to optimize workforce performance across campaigns. This role involves leading workforce strategies, ensuring compliance with legislation, and driving continuous improvement through best practices. The ideal candidate must possess 5-8+ years in BPO Workforce Management and strong analytical and leadership skills. Join a dynamic team focused on delivering exceptional service and shaping workforce strategies with international clients and innovative technologies.

Benefits

High-growth environment

Influence strategic decisions

Work with international clients

Qualifications

• 5-8+ years in BPO Workforce Management, 2-3+ years in senior WFM leadership.
• Strong analytical, forecasting, and financial planning skills.
• Proven ability to manage multi-campaign or multi-site environments.

Responsibilities

• Lead the Workforce Management function, including forecasting and scheduling.
• Develop and execute WFM strategies aligned with business objectives.
• Partner with Operations, HR, Finance, and Clients to deliver workforce insights.

Skills

Analytical skills

Forecasting

Financial planning

Leadership

Stakeholder engagement

Tools

Verint

NICE

Calabrio

Genesys

Job description

A leading BPO firm located in Johannesburg is seeking a Workforce Manager to optimize workforce performance across campaigns. This role involves leading workforce strategies, ensuring compliance with legislation, and driving continuous improvement through best practices. The ideal candidate must possess 5-8+ years in BPO Workforce Management and strong analytical and leadership skills. Join a dynamic team focused on delivering exceptional service and shaping workforce strategies with international clients and innovative technologies.