WFM Group Lead: Planning & Forecasting (Flexible Hours)

WNS; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Job summary

WNS in Cape Town is seeking a senior Planning leader to drive short- to mid-term planning, forecasting and scheduling. You will align resources with business objectives, manage a multi-site WFM function and mentor a team across operations.

The role requires extensive experience in RPM functions, WFM tools and BPO environments, with strong emphasis on analytical, problem-solving and stakeholder management skills.

Qualifications

• Matric / Grade 12 or international equivalent.
• Call Centre Maths Industry relevant training courses, including WFM processes, terminology and tools
• 3 Years in a leadership role within WFM
• 3-5+ years of experience performing RPM functions (capacity planning, forecasting, scheduling, real-time management) in a multi-site contact center environment preferred
• Strong experience with Workforce Management software (eWFM, IEX, Verint, etc.) that includes forecasting, scheduling, real-time adherence functionality
• More than 2 years’ experience working within the BPO sector
• More than 3 years’ experience working in a management role

Responsibilities

• Manage the Planning team and all facets of short to medium term planning including forecasting and scheduling.
• Engage with Operations and develop talent within the team.
• Perform intraday capacity planning and WFM recommendations.
• Analyze agent trends and RPM performance to drive improvements.
• Maintain client relationships and share knowledge with Operations to improve processes.
• Address incidents and manage risk in planning and execution.
• Ensure attention to detail and flexibility in working hours.

Skills

Leadership in WFM

Forecasting

Scheduling

Real-time management

Data analysis

Attention to detail

Problem solving

Education

Matric / Grade 12 or international equivalent

Call Centre Maths Industry relevant training courses

Tools

eWFM

IEX

Verint

Job description

WNS in Cape Town is seeking a senior Planning leader to drive short- to mid-term planning, forecasting and scheduling. You will align resources with business objectives, manage a multi-site WFM function and mentor a team across operations.

The role requires extensive experience in RPM functions, WFM tools and BPO environments, with strong emphasis on analytical, problem-solving and stakeholder management skills.