WFM Lead: Scheduling Strategist & Team Coach

WNS Global Services; Milnerton; On-site; ZAR 480,000 - 720,000; Full time

Benefits offered by this job

Onsite at Newlands

24x7 rotational shifts

Job summary

WNS Global Services in Newlands is seeking an energetic Assistant Manager - Workforce Management (WFM) to balance demand, employee experience and performance. You will lead a team of RTAs, turn forecasts into action and ensure schedules meet business needs while supporting staff wellbeing.

The role requires 3–5 years in WFM within a contact centre, with 3 years of supervision and 5 years in RTA/Scheduling. You will work onsite at our Newlands site and collaborate with Operations, Training and

Qualifications

• Minimum 3-5 years of experience managing Workforce Management operations within a contact centre or BPO environment.
• At least 3 years of 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 with industry-leading WFM tools such as Verint, Avaya CMS, or similar platforms.
• Advanced analytical and problem-solving skills with the ability to turn data into actionable insights.
• Excellent communication and stakeholder management skills.
• Must be willing and able to work onsite with matriculation in place.

Responsibilities

• Transform forecasts, volume trends, arrival patterns and AHT insights into accurate schedules.
• Create daily, weekly, fortnightly and monthly rosters.
• Ensure schedules align with business requirements while maintaining employee wellbeing.
• Monitor staffing requirements to achieve service levels and targets.
• Identify staffing gaps and recommend proactive solutions.
• Lead and develop a team of RTAs and drive intraday management.

Skills

Data analysis

Stakeholder management

Leadership

Communication

Problem solving

Organisational skills

Education

Matric certificate

Tools

Verint

Avaya CMS

Job description

WNS Global Services in Newlands is seeking an energetic Assistant Manager - Workforce Management (WFM) to balance demand, employee experience and performance. You will lead a team of RTAs, turn forecasts into action and ensure schedules meet business needs while supporting staff wellbeing.

The role requires 3–5 years in WFM within a contact centre, with 3 years of supervision and 5 years in RTA/Scheduling. You will work onsite at our Newlands site and collaborate with Operations, Training and