WFM Scheduler

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

Job summary

A leading customer services firm in Johannesburg is seeking a WFM Scheduler to join their vibrant team. This role requires at least 6 months of experience in workforce planning, scheduling, or forecasting, along with strong Excel skills. The ideal candidate will monitor staff coverage, report on performance, and ensure the accuracy of schedules. Join us to contribute to a supportive and innovative team culture, with opportunities for professional growth.

Benefits

Energetic team culture

Opportunities for professional growth

Qualifications

• Minimum 6 months experience in workforce scheduling, planning, or forecasting.
• Proven ability to communicate effectively and drive improvements.
• Experience in BPO or telecommunications industries is advantageous.

Responsibilities

• Complete agents' schedules within agreed timeframes.
• Monitor absenteeism trends and flag anomalies.
• Provide relevant Workforce Management reports as per operational requirements.

Skills

Workforce planning

Scheduling

Forecasting

Strong Excel skills

Effective communication

Education

Matric / NQF level 4 qualification

Tools

Genesys

Verint

Job description

WFM Scheduler

Are you passionate about precision, planning, and performance?

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

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

Responsibilities:

1. Workforce Planning:

• Complete agents' schedules within agreed timeframes, considering call volume, average handling time, shrinkage forecasts, and overtime.
• Administer extra-time as governed by the scheduling process.
• Record all attrition, absenteeism, leave, sickness, lateness, planned off-phone activities, and overtime.

Monitoring:

• Check staff coverage and report shortfalls to operations.
• Monitor absenteeism trends and flag anomalies.
• Brief Operations Management on recommended service level risk mitigation plans.
• Review performance across skill sets and revise schedules and forecasts to improve site performance.

Reporting and Administration:

• Provide relevant Workforce Management reports as per operational requirements.
• Ensure accuracy of exception capturing and real-time reporting.
• Review adherence and shrinkage reporting daily, weekly, and monthly.

Qualifications:

• Minimum 6 months experience in workforce scheduling, planning, or forecasting.
• Matric / NQF level 4 qualification.
• 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 the ability to engage, challenge, and contribute.

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!