Workforce Management Assistant Manager (US hours)

TP; Wes-Kaap; On-site; ZAR 35,000 - 55,000; Full time

Job summary

A leading company in South Africa is seeking a highly motivated WFM Assistant Manager to join its dynamic team. This role involves managing day-to-day Workforce Management operations, leading a team of analysts, and ensuring operational efficiency. The ideal candidate will have 3-5 years of experience in workforce management, with a proven track record in a leadership position. Applicants should possess strong analytical skills and a commitment to continuous improvement and high service standards.

Qualifications

• Minimum of 3-5 years of experience in workforce management or a similar operations role.
• 2-3 years in a leadership capacity as an WFM Lead/Assistant Manager or similar position.

Responsibilities

• Lead, mentor, and support a team of WFM analysts.
• Oversee the creation of accurate staffing forecasts.
• Monitor real-time data, adjusting schedules as necessary.
• Generate and analyze workforce management reports.
• Continuously evaluate processes and systems for improvement.

Skills

Leadership

Data analysis

Communication

Job description

We are seeking a highly motivated and experienced WFM (Workforce Management) Assistant Manager to join our dynamic team. In this role, you will be responsible for managing and optimizing the day-to-day operations of the Workforce Management team. Strong leadership, in-depth knowledge of workforce management processes, and the ability to drive operational efficiency and performance are key to success in this role.

Key Responsibilities & Accountabilities

• Lead, mentor, and support a team of WFM analysts to ensure optimal performance and high service delivery standards.
• Conduct regular performance reviews, provide constructive feedback, and foster continuous learning and development within the team.

Forecasting & Scheduling

• Oversee the creation of accurate staffing forecasts based on historical data, business trends, and seasonal demands.
• Ensure effective scheduling of resources that balance client needs with operational efficiency.

Real-Time Management

• Monitor real-time data, adjusting schedules as necessary to maintain service levels.
• Collaborate with operations teams to manage break schedules, shift changes, and absence coverage to minimize disruptions.

Reporting & Analysis

• Generate and analyze workforce management reports, identifying trends, performance gaps, and areas for improvement.
• Provide data-driven insights and actionable recommendations to leadership to enhance performance and operational efficiency.

Process Improvement

• Continuously evaluate processes and systems, recommending and implementing improvements to enhance team performance, service levels, and customer satisfaction.
• Maintain and refine WFM strategies in alignment with company goals and objectives.
• Work closely with cross-functional departments, including operations, HR, and IT, to ensure seamless execution of workforce management processes.
• Act as a liaison between the WFM team and senior management, keeping leadership informed of key performance metrics and operational challenges.

Education & Specific Training

Work Experience

• Minimum of 3-5 years of experience in workforce management or a similar operations role,
• 2-3 years in a leadership capacity as an WFM Lead/Assistant Manager or similar position.