WFM Assistant Manager: Real-Time Scheduling & Forecasting

WNS; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading Business Process Management company in Cape Town seeks an experienced Workforce Management resource. The role focuses on creating schedules based on forecasts and actual trends while optimizing resource utilization. Candidates should have 4-6 years of experience in workforce management, including at least 2 years of management experience. A graduate degree and expertise in tools like Erlang C and Power BI are essential. Night shift availability is required.

Qualifications

• 4-6 years of experience in workforce management, focusing on forecasting and scheduling.
• At least 2 years of people-management experience.
• Expert level understanding of Workforce Management principles.

Responsibilities

• Create schedules based on forecast and actual trends.
• Manage real-time teams to achieve SLAs.
• Optimize existing schedules based on actual trends.

Skills

Workforce Management principles

Erlang C

Short-term forecasting

Scheduling

Power BI

Telephony platforms

Education

Any graduate

Minimum Grade 12

Tools

Verint

Cisco

MS Project

Job description

A leading Business Process Management company in Cape Town seeks an experienced Workforce Management resource. The role focuses on creating schedules based on forecasts and actual trends while optimizing resource utilization. Candidates should have 4-6 years of experience in workforce management, including at least 2 years of management experience. A graduate degree and expertise in tools like Erlang C and Power BI are essential. Night shift availability is required.