Strategic WFM Planning & Scheduling Manager

Concentrix; Cape Town; On-site; ZAR 800,000 - 1,100,000; Full time

Job summary

Concentrix in Cape Town seeks a WFM Planning & Scheduling Manager to drive forecasting, scheduling, and operational metrics across location accounts. You will implement best-practice WFM processes, collaborate with client partners and cross-functional teams, and balance client, business, and agent needs to drive efficiency.

You will bring 5+ years of WFM experience, strong stakeholder engagement, and expertise with WFM tools, including IEX; NICE IEX Total View preferred.

Qualifications

• Bachelor's degree and 5+ years WFM experience.
• 5+ years WFM forecasting and capacity planning expertise.
• WFM reporting experience and tools knowledge.
• Strong client/stakeholder engagement abilities.
• Experience with WFM applications, especially IEX; NICE IEX Total View preferred.

Responsibilities

• Set strategic direction and manage forecasting, scheduling, and metrics for location accounts.
• Collaborate with stakeholders to align WFM initiatives with contractual requirements.
• Coordinate with onsite/offshore WFM teams for account requirements.
• Drive resource planning metrics and performance improvements.
• Brief management on WFM status and metrics.
• Ensure WFM processes with Operations and Clients are properly executed.
• Define policies and procedures for WFM activities.
• Leverage best practices and optimize resource use and automation.
• Escalate and resolve WFM support matters for the programme.
• Oversee delivery of WFM plans and develop onsite teams.

Education

Bachelor's Degree in related field

Tools

IEX

NICE IEX Total View

ACD Switch

MS Office / Excel

Job description

Concentrix in Cape Town seeks a WFM Planning & Scheduling Manager to drive forecasting, scheduling, and operational metrics across location accounts. You will implement best-practice WFM processes, collaborate with client partners and cross-functional teams, and balance client, business, and agent needs to drive efficiency.

You will bring 5+ years of WFM experience, strong stakeholder engagement, and expertise with WFM tools, including IEX; NICE IEX Total View preferred.