WFM Scheduler – Cape Town (Onsite)

EXL; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading data analytics company in Cape Town seeks a Workforce Management professional to manage staffing models and create schedules. Candidates should have a minimum of 2 years experience in workforce management within an inbound call center. Key responsibilities include managing scheduling processes, balancing staffing needs with operational goals, and maintaining staff plans. Strong skills in Microsoft Excel and relevant scheduling tools are essential. The role offers an opportunity to enhance operational efficiency and meet service levels.

Qualifications

• Minimum 2 years hands-on experience in WFM within an inbound voice call center.
• At least 1 year of scheduling experience using relevant tools.
• Strong analytical and problem-solving skills are essential.

Responsibilities

• Manage the scheduling process of the program.
• Adjust schedules to meet operational needs.
• Communicate effectively with internal and external customers.
• Maintain staff plans with approved capacity.

Skills

Ability to prioritize workload

Critical thinking

Problem-solving

Interpersonal skills

Verbal communication

Written communication

Attention to detail

Adaptability

Education

Matric

Tools

Microsoft Excel

eWFM

Genesys

Blue Pumpkin/Impact 360

IEX

Job description

A leading data analytics company in Cape Town seeks a Workforce Management professional to manage staffing models and create schedules. Candidates should have a minimum of 2 years experience in workforce management within an inbound call center. Key responsibilities include managing scheduling processes, balancing staffing needs with operational goals, and maintaining staff plans. Strong skills in Microsoft Excel and relevant scheduling tools are essential. The role offers an opportunity to enhance operational efficiency and meet service levels.