Strategic Workforce Management Leader

Teleperformance; Cape Town; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A global outsourcing firm in Cape Town seeks a Workforce Management Manager to oversee efficient staffing and optimize workforce productivity. Responsibilities include analyzing historical data, collaborating with department heads, and managing real-time staffing levels to meet operational needs. Ideal candidates will have extensive experience in labor management tools and strong leadership skills.

Qualifications

• 6+ years experience using Workforce Management tools.
• Experience in working with Outsourcers and departmental stakeholders.
• Knowledge in ACD telephony.

Responsibilities

• Analyze historical data to forecast staffing needs accurately.
• Create and oversee management of employee schedules.
• Monitor real-time staffing levels and adjust schedules.

Skills

Team management and coaching

Problem-solving skills

Leadership skills

Analytical skills

Communication skills

Ability to work under pressure

Education

Expert skills in using a Workforce Management tool

Expert skills in Excel for modelling

Tools

Microsoft Office tools

Workforce management systems (IEX, Verint, Genesys)

Job description

A global outsourcing firm in Cape Town seeks a Workforce Management Manager to oversee efficient staffing and optimize workforce productivity. Responsibilities include analyzing historical data, collaborating with department heads, and managing real-time staffing levels to meet operational needs. Ideal candidates will have extensive experience in labor management tools and strong leadership skills.