WFM Assistant Manager

Teleperformance; Cape Town; On-site; ZAR 400,000 - 600,000; Full time

Job summary

A leading outsourcing company in Cape Town is looking for a Workforce Management Assistant Manager. You will manage a team of WFM analysts, oversee staffing forecasts, and generate performance reports. The ideal candidate should have significant experience in workforce management roles and leadership capabilities. Join us to enhance operational efficiency and deliver top-notch service standards.

Qualifications

• Minimum of 3-5 years experience in workforce management or similar.
• 2-3 years in a leadership capacity as WFM Lead/Assistant Manager.
• BPO experience would be advantageous.

Responsibilities

• Lead, mentor, and support a team of WFM analysts.
• Oversee staffing forecasts and ensure effective scheduling.
• Monitor real-time data and adjust schedules as necessary.
• Generate and analyze workforce management reports.
• Continuously evaluate processes for improvements.
• Collaborate with cross-functional departments.

Skills

Leadership

Analytical skills

Communication skills

Performance management

Process improvement

Education

Matric equivalent qualification

Job description

Overview

We are seeking a highly motivated and experienced WFM (Workforce Management) Assistant Manager to join our dynamic team. In this role, you will be responsible for managing and optimizing the day-to-day operations of the Workforce Management team. Strong leadership, in-depth knowledge of workforce management processes, and the ability to drive operational efficiency and performance are key to success in this role.

Qualifications

Education & Specific Training

• Matric equivalent qualification (essential).

Work Experience

• Minimum of 3-5 years of experience in workforce management or a similar operations role,
• 2-3 years in a leadership capacity as an WFM Lead/Assistant Manager or similar position.
• BPO experience would be advantageous

Responsibilities

Team Leadership & Development:

• Lead, mentor, and support a team of WFM analysts to ensure optimal performance and high service delivery standards.
• Conduct regular performance reviews, provide constructive feedback, and foster continuous learning and development within the team.

Forecasting & Scheduling:

• Oversee the creation of accurate staffing forecasts based on historical data, business trends, and seasonal demands.
• Ensure effective scheduling of resources that balance client needs with operational efficiency.

Real-Time Management:

• Monitor real-time data, adjusting schedules as necessary to maintain service levels.
• Collaborate with operations teams to manage break schedules, shift changes, and absence coverage to minimize disruptions.

Reporting & Analysis:

• Generate and analyze workforce management reports, identifying trends, performance gaps, and areas for improvement.
• Provide data-driven insights and actionable recommendations to leadership to enhance performance and operational efficiency.

Process Improvement:

• Continuously evaluate processes and systems, recommending and implementing improvements to enhance team performance, service levels, and customer satisfaction.
• Maintain and refine WFM strategies in alignment with company goals and objectives.

Collaboration & Communication:

• Work closely with cross-functional departments, including operations, HR, and IT, to ensure seamless execution of workforce management processes.
• Act as a liaison between the WFM team and senior management, keeping leadership informed of key performance metrics and operational challenges.