WFM Planning & Scheduling Manager

Concentrix; Cape Town; On-site; ZAR 800,000 - 1,100,000; Full time

Job summary

Concentrix in Cape Town seeks a WFM Planning & Scheduling Manager to drive forecasting, scheduling, and operational metrics across location accounts. You will implement best-practice WFM processes, collaborate with client partners and cross-functional teams, and balance client, business, and agent needs to drive efficiency.

You will bring 5+ years of WFM experience, strong stakeholder engagement, and expertise with WFM tools, including IEX; NICE IEX Total View preferred.

Qualifications

• Bachelor's degree and 5+ years WFM experience.
• 5+ years WFM forecasting and capacity planning expertise.
• WFM reporting experience and tools knowledge.
• Strong client/stakeholder engagement abilities.
• Experience with WFM applications, especially IEX; NICE IEX Total View preferred.

Responsibilities

• Set strategic direction and manage forecasting, scheduling, and metrics for location accounts.
• Collaborate with stakeholders to align WFM initiatives with contractual requirements.
• Coordinate with onsite/offshore WFM teams for account requirements.
• Drive resource planning metrics and performance improvements.
• Brief management on WFM status and metrics.
• Ensure WFM processes with Operations and Clients are properly executed.
• Define policies and procedures for WFM activities.
• Leverage best practices and optimize resource use and automation.
• Escalate and resolve WFM support matters for the programme.
• Oversee delivery of WFM plans and develop onsite teams.

Education

Bachelor's Degree in related field

Tools

IEX

NICE IEX Total View

ACD Switch

MS Office / Excel

Job description

Job Description

The WFM Manager drives CRM contact performance and WFM Process maturity through implementation and maintenance of best practice WFM across the location accounts under the supervision and alignment of the Geo Leader. They can move across multiple industry verticals and WFM platforms in a multi-skill, multimedia environment, while building solid relationships with both our internal cross-functional teams and our client partners. The WFM Manager ensures WFM practice balances the needs of the client, business and the needs of our agents as optimally as possible, driving continual improvement and adaptation.

Job Title

WFM Planning & Scheduling Manager

Location – Cape Town

Are you ready to make an impact in the world of Workforce Management? We are seeking a dynamic WFM Manager to enhance CRM contact performance and elevate WFM process maturity at our Cape Town location. In this role, you will implement and maintain best practices across various accounts, working closely with our Geo Leader. You’ll thrive in a multi-skill, multimedia environment, moving across diverse industry verticals and WFM platforms. Building strong relationships with internal cross-functional teams and client partners is essential as you balance the needs of clients, the business, and our agents. Your expertise will drive continual improvement and adaptation, ensuring optimal WFM practices.

What You’ll Be Doing

• Set strategic direction and manages overall delivery of forecasting, scheduling, and operational metrics of the accounts within the location.
• Work with key stakeholders to ensure WFM initiative and priorities are aligned and delivered to meet contractual requirements.
• Work with the onsite and offshore WFM team to provide forecasting and scheduling requirements for each account.
• Responsible for driving achievement of resource planning metrics.
• Brief management on status of WFM functions and metrics.
• Coordinates with Operations (Team Leaders, Operational Managers, DPE) and Clients ensure WFM processes and practices are in place and properly executed.
• Determine policies and procedures.
• Identify and leverage best practices,
• Ensure effective use of resources and automated systems.
• Implements productivity and revenue increase by driving efficiency and other related initiatives.
• Act as escalation point to address and resolve WFM support matters for the programme.
• Manage and ensure delivery of the executions of WFM plans, ensuring the onsite and offshore team is meeting deliverables and deadlines.
• Manage the ongoing development of the onsite WFM Teams (Employee satisfaction, upskilling).

What You’ll Need

• Bachelor's Degree in related field from a four-year college or university with 5+ Years of Experience (with at least 2 - 4 years of Progressive Mgmt. Experience)
• At least 5 years WFM practical experience in Forecast and capacity Planning methods and demonstrate a clear understanding and first-hand experience of workforce management principles and processes
• WFM Reporting and Knowledge of reporting tools and processes
• Prior experience of B2B and client level communications with Strong stakeholder engagement
• Demonstrates knowledge and experience of WFM Applications (in particular IEX) NICE IEX Total view preferred / Call centre tools / ACD Switch
• MS Office: Advanced Excel, experiences using other MS applications
• Prior experience in a management / supervisory capacity

About Concentrix

Concentrix is a global leader in customer experience solutions and technology, serving some of the world’s best brands. We specialize in crafting engaging experiences and driving digital transformation to deliver exceptional results for our clients. With a presence in multiple countries, our diverse and talented team is dedicated to innovation, growth, and delivering high-quality services.

Concentrix is an equal opportunity employer.

Concentrix is a Disability Confident and equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, colour, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

As part of our commitment to the Employment Equity Act and Concentrix South Africa’s Employment Equity Plan, preference will be given to candidates from designated groups in alignment with the Company’s EE Sectoral Targets and Affiantive Action measures. This approach supports our goal of promoting fair representation and diversity within the workplace.