Workforce Management (WFM) Manager

Boomerang Marketing; Cape Town; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A leading marketing firm in Cape Town is seeking an experienced WFM Manager / Analyst to lead workforce scheduling and forecasting efforts. The successful candidate will optimize workforce productivity while maintaining cost efficiency and ensuring optimal staffing levels. Responsibilities include developing accurate call volume forecasts, creating agent schedules, and overseeing real-time adherence to schedules. The ideal candidate has 3+ years in workforce management, proficiency in WFM tools, and strong analytical skills.

Qualifications

• 3+ years of experience in workforce management within a call centre/contact centre environment.
• Proficient in WFM systems such as Aspect, NICE IEX, Verint, and advanced Excel skills.
• Strong analytical and mathematical skills.

Responsibilities

• Develop and maintain accurate call volume forecasts and capacity plans.
• Create optimal agent schedules to meet SLAs.
• Analyze and report on KPIs such as average speed of answer and agent efficiency.

Skills

Analytical skills

Communication skills

Data interpretation skills

Tools

Aspect

NICE IEX

Verint

Tyme Shift

Calabrio

Excel

Job description

Job Summary We are seeking an experienced WFM Manager / Analyst to lead our scheduling and forecasting efforts. The ideal candidate will optimize workforce productivity, ensuring optimal staffing levels to meet service objectives while maintaining cost efficiency. You will act as a key partner in operational planning, analysing performance, and implementing scheduling strategies.

Key Responsibilities

• Forecasting & Planning: Develop and maintain accurate call volume forecasts, hiring plans, and capacity plans.
• Scheduling & Optimization: Create optimal agent schedules to meet SLAs and manage time-off requests to ensure coverage.
• Real-Time Management: Oversee real-time adherence to schedules, adjusting staffing levels intraday to handle unexpected volume fluctuations.
• Reporting & Analysis: Analyze and report on KPIs such as average speed of answer, shrinkage, occupancy, and agent efficiency.
• Team Leadership: Hire, train, and mentor a team of WFM analysts or specialists.
• Systems Management: Maintain and configure the WFM software platform.
• Stakeholder Collaboration: Partner with operations, HR, and IT to address staffing needs and implement process improvements.

Requirements

Required Qualifications

• Experience: 3+ years in workforce management within a call centre/contact centre environment.
• Tools: Proficient in WFM systems (e.g., Aspect, NICE IEX, Verint, Tyme Shift, Calabrio) and advanced Excel skills.
• Skills: Strong analytical, mathematical, and data interpretation skills.
• Communication: Excellent verbal and written communication skills for reporting to senior leadership.

Preferred Skills

• Knowledge of Call Centre management best practices
• Strong Functional analytical skills (budgeting, costing, etc.)
• Strong Forecasting ability (including Chat and Text)
• Process analytical skills in a call centre environment
• Ability to create well organized, accurate, and concise material and work documentation for organizational use. Strong knowledge of Microsoft applications including Outlook, Excel, and Access with the ability to create and maintain data bases.
• Strong hands-on knowledge of work force management tools and the ability to maintain them
• Knowledge of Word and PowerPoint and the ability to use them to present to both internal and external

Qualifications

3 to 5 years of experience in workforce management experience in a Call Centre Operations environment.