WFM Forecasting & Scheduling Leader

CNX; Cape Town; On-site; ZAR 900,000 - 1,200,000; Full time

Job summary

Concentrix is seeking a WFM Planning & Scheduling Manager in Cape Town to lead forecasting, scheduling, and performance metrics across accounts. You will collaborate with cross-functional teams and client partners to optimize WFM processes and outcomes.

The role demands strong experience in workforce management, stakeholder engagement, and advanced Excel capabilities, with a focus on delivering efficient, scalable solutions in a multi-account environment.

Qualifications

• Bachelor’s degree in a related field and 5+ years of experience in WFM management.
• At least 5 years of forecast and capacity planning experience.
• Experience with WFM reporting tools and processes.
• Strong stakeholder engagement and client communication skills.

Responsibilities

• Set strategic direction and oversee forecasting, scheduling, and delivery metrics.
• Coordinate with onsite/offshore WFM teams to meet contractual requirements.
• Provide forecasting and scheduling inputs for each account.
• Drive resource planning metrics and report status to management.
• Ensure WFM processes are aligned with client needs and KPIs.
• Develop onsite WFM teams, focusing on upskilling and satisfaction.

Skills

Forecasting

Capacity planning

Stakeholder engagement

B2B communications

Team leadership

Education

Bachelor’s Degree

Tools

IEX

NICE IEX Total View

Call centre tools

ACD Switch

Excel

Job description

Concentrix is seeking a WFM Planning & Scheduling Manager in Cape Town to lead forecasting, scheduling, and performance metrics across accounts. You will collaborate with cross-functional teams and client partners to optimize WFM processes and outcomes.

The role demands strong experience in workforce management, stakeholder engagement, and advanced Excel capabilities, with a focus on delivering efficient, scalable solutions in a multi-account environment.