Senior Workforce Management Leader for Global Programs

Boomerang Marketing; Cape Town; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

Boomerang BPO in Cape Town is seeking an experienced Workforce Management Manager to lead our WFM function across multiple client programmes. You will drive forecasting, capacity planning, scheduling and real-time management to ensure staffing aligns with SLAs and profitability.

The role requires 7+ years in WFM, leadership of a WFM team, and experience with international clients (UK/Europe/US). You will implement best practices, leverage WFM tools, and report insights to senior management.

Qualifications

• 7+ years in WFM within a contact centre or BPO.
• At least 2 years leading a WFM team (forecasters, schedulers, RTAs).
• Experience supporting 300+ seat contact centres.
• Proven experience with international client programmes (UK/Europe/US).
• Strong Excel and WFM analytics tooling capability.
• Relevant degree in statistics, mathematics, industrial engineering, business analytics or related field.
• Equivalent practical experience considered.

Responsibilities

• Forecast across multiple campaigns and time horizons.
• Lead capacity planning and staffing alignment to demand.
• Oversee scheduling and real-time management across time zones.
• Monitor service levels, occupancy, attendance and adherence.
• Develop KPI-driven performance and report to leadership.
• Collaborate on pricing, onboarding and capacity planning for new clients.
• Manage and optimise WFM systems and tools.
• Drive continuous improvement and data-driven decision making.

Skills

Leadership

Commercial awareness

Analytical thinking

Stakeholder management

Problem solving

Strategic planning

Continuous improvement

Adaptability

Education

Degree in Statistics/Mathematics/Industrial Engineering/Business Analytics

Tools

NICE IEX/CXone WEM

Verint

Calabrio

Genesys Cloud WEM

Aspect

Job description

Boomerang BPO in Cape Town is seeking an experienced Workforce Management Manager to lead our WFM function across multiple client programmes. You will drive forecasting, capacity planning, scheduling and real-time management to ensure staffing aligns with SLAs and profitability.

The role requires 7+ years in WFM, leadership of a WFM team, and experience with international clients (UK/Europe/US). You will implement best practices, leverage WFM tools, and report insights to senior management.