WFM Scheduler

Merchants; Johannesburg; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A dynamic customer service firm in Johannesburg is seeking a WFM Scheduler to manage workforce planning and scheduling. The ideal candidate should have at least 6 months of relevant experience, strong Excel skills, and the ability to communicate effectively. Join us to be part of an energetic and supportive team that offers growth opportunities.

Benefits

Energetic team culture

Opportunities for professional growth

Qualifications

• Minimum 6 months experience in workforce scheduling, planning, or forecasting.
• Experience in BPO or telecommunications industries is advantageous.
• A bold team player who engages and contributes.

Responsibilities

• Completes agents' schedules based on forecasts and timeframes.
• Monitors absenteeism trends and reports shortfalls.
• Provides relevant Workforce Management reports.

Skills

Workforce scheduling

Effective communication

Excel proficiency

Knowledge of workforce tools (Genesys, Verint)

Education

Matric / NQF level 4

Job description

Overview

WFM Scheduler

Are you passionate about precision, planning, and performance?

Join our vibrant and youthful Customer Services team as a WFM Scheduler!

We’re on the hunt for a confident, proactive individual with at least 6 months of experience in workforce planning, scheduling, or forecasting.

What You’ll Do

1. Workforce Planning
   • Completes agents' schedules within agreed timeframes and in line with call volume, average handling time and shrinkage forecasts
   • Administration of extra-time as governed by scheduling process
   • Records all attrition, absenteeism, leave, sickness, lateness, planned off-phone activities and overtime
2. Monitoring
   • Checks staff coverage and reports staff shortfalls to operations
   • Monitors absenteeism trends and flags anomalies
   • Briefs Operations Management on a recommended service level risk mitigation plan
   • Reviews performance across skill sets and revises schedules and forecasts to improve site performance
3. Reporting and Administration
   • Provides relevant Workforce Management reports as per operational requirements
   • Ensures accuracy of exception capturing and real-time reporting
   • Reviews adherence and shrinkage reporting on a daily, weekly and monthly basis

What We’re Looking For

• Minimum 6 months experience in workforce scheduling / planning / forecasting
• Matric / NQF level 4
• Proven ability to communicate effectively and drive improvements
• Experience in BPO or telecommunications industries (advantageous)
• Strong Excel skills and knowledge of workforce tools such as Genesys or Verint
• Team player with a bold voice—someone who engages, challenges, and contributes

Why Join Us?

• Energetic, supportive, and innovative team culture
• Opportunities for professional growth and internal mobility
• Apply now and shape the future of the workplace