WFM Assistant Manager: Scheduling, Forecasting & Leadership

WNS; Cape Town; On-site; ZAR 420,000 - 640,000; Full time

Job summary

WNS in Cape Town is seeking an energetic Assistant Manager - Workforce Management to balance demand, employee experience, and performance. You will lead a team of RTAs, turning forecasts into actionable schedules and driving intraday decisions.

The role requires strong data literacy, stakeholder management and a passion for coaching. Onsite work at Newlands, with rotating shifts, offers the chance to shape service levels and customer outcomes.

Qualifications

• Minimum 3-5 year's experience managing Workforce Management operations within a contact centre or BPO environment.
• At least 3 years' supervisory or team leadership experience, with a proven ability to coach and develop teams.
• Minimum 5 years' hands-on experience in Real-Time Administration (RTA) and Scheduling/Short-Term Planning.
• Strong understanding of workforce planning principles, forecasting, scheduling, capacity planning and intraday management.
• Experience working with industry-leading WFM tools such as Verint, Avaya CMS, or similar workforce management platforms.
• Advanced analytical and problem-solving skills with the ability to turn data into actionable insights.
• Excellent communication and stakeholder management skills.
• Ability to thrive in a fast-paced, target-driven environment while managing competing priorities.
• Comfortable working collaboratively across Operations, Training, Quality and Support functions.
• Must be willing and able to work onsite.
• Matric is essential.

Responsibilities

• Transform forecasts, volume trends, arrival patterns and AHT insights into accurate and effective schedules.
• Create daily, weekly, fortnightly and monthly rosters that keep our operation performing at its best.
• Ensure schedules align with business requirements while maintaining employee wellbeing.
• Monitor staffing requirements to ensure service levels and operational targets are consistently achieved.
• Identify staffing gaps before they become challenges and proactively recommend solutions.
• Ensure shifts comply with company and HR policies; schedule breaks, lunches and personal time.
• Allocate time for outbound activities, offline work, training, coaching and meetings.
• Incorporate planned leave while allowing for unexpected absences through smart workforce planning.
• Work closely with Operations, Training, Quality and HR teams to ensure workforce plans support business needs.
• Highlight potential staffing shortages and recommend overtime solutions when required.
• Deliver final schedules to Operations and RTA teams for execution.
• Lead and develop a team of RTAs; drive intraday management and maximising efficiency.

Skills

Data analysis

Team leadership

Forecasting

Scheduling

Education

Matric

Tools

Verint

Avaya CMS

Job description

WNS in Cape Town is seeking an energetic Assistant Manager - Workforce Management to balance demand, employee experience, and performance. You will lead a team of RTAs, turning forecasts into actionable schedules and driving intraday decisions.

The role requires strong data literacy, stakeholder management and a passion for coaching. Onsite work at Newlands, with rotating shifts, offers the chance to shape service levels and customer outcomes.