WFM Director: Capacity, Forecasting & Optimization

Wns; Cape Town; On-site; ZAR 1,200,000 - 1,600,000; Full time

Job summary

Wns in Cape Town seeks a Group Manager – WFM to lead workforce planning, scheduling, and real-time operations for inbound contact center functions. You will drive capacity planning, forecasting, and staffing to achieve SLAs and cost efficiency.

The role requires strong analytics, leadership of planners and RTA analysts, and proficiency with WFM tools such as NICE, Genesys, Verint, IEX, and Excel/Power BI. You will partner with operations, HR, and finance to optimize performance.

Qualifications

• Experience leading WFM in large contact centers.
• Strong forecasting and capacity planning skills.
• Proven stakeholder management and financial acumen.
• Advanced analytics capability and leadership experience.
• Expertise with WFM tools: NICE, Genesys, Verint, IEX, and Excel/Power BI.

Responsibilities

• Lead capacity planning and long-/short-term forecasting for inbound centers.
• Oversee scheduling and real-time workforce optimization to meet SLAs.
• Manage budgeting, headcount, and cost optimization for WFM.
• Provide reporting, analytics, and insights to leadership.
• Mentor a team of planners, schedulers, and RTA analysts.

Skills

WFM

Forecasting

Capacity planning

Stakeholder management

Analytics

Leadership

Tools

NICE

Genesys

Aspect

IEX

Verint

Excel

Power BI

Job description

Wns in Cape Town seeks a Group Manager – WFM to lead workforce planning, scheduling, and real-time operations for inbound contact center functions. You will drive capacity planning, forecasting, and staffing to achieve SLAs and cost efficiency.

The role requires strong analytics, leadership of planners and RTA analysts, and proficiency with WFM tools such as NICE, Genesys, Verint, IEX, and Excel/Power BI. You will partner with operations, HR, and finance to optimize performance.