Workforce Management (WFM) Manager

Boomerang Marketing; Cape Town; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

Boomerang BPO in Cape Town is seeking an experienced Workforce Management Manager to lead our WFM function across multiple client programmes. You will drive forecasting, capacity planning, scheduling and real-time management to ensure staffing aligns with SLAs and profitability.

The role requires 7+ years in WFM, leadership of a WFM team, and experience with international clients (UK/Europe/US). You will implement best practices, leverage WFM tools, and report insights to senior management.

Qualifications

• 7+ years in WFM within a contact centre or BPO.
• At least 2 years leading a WFM team (forecasters, schedulers, RTAs).
• Experience supporting 300+ seat contact centres.
• Proven experience with international client programmes (UK/Europe/US).
• Strong Excel and WFM analytics tooling capability.
• Relevant degree in statistics, mathematics, industrial engineering, business analytics or related field.
• Equivalent practical experience considered.

Responsibilities

• Forecast across multiple campaigns and time horizons.
• Lead capacity planning and staffing alignment to demand.
• Oversee scheduling and real-time management across time zones.
• Monitor service levels, occupancy, attendance and adherence.
• Develop KPI-driven performance and report to leadership.
• Collaborate on pricing, onboarding and capacity planning for new clients.
• Manage and optimise WFM systems and tools.
• Drive continuous improvement and data-driven decision making.

Skills

Leadership

Commercial awareness

Analytical thinking

Stakeholder management

Problem solving

Strategic planning

Continuous improvement

Adaptability

Education

Degree in Statistics/Mathematics/Industrial Engineering/Business Analytics

Tools

NICE IEX/CXone WEM

Verint

Calabrio

Genesys Cloud WEM

Aspect

Job description

Cape Town, South Africa | Posted on 10/11/2026

Boomerang BPO is looking for an experienced and commerciallyminded Workforce Management (WFM) Manager to lead our WorkforceManagement function across multiple client programmes.

The successful candidate will be responsible forforecasting, capacity planning, scheduling and real-time workforce management,ensuring that our operational teams are appropriately resourced to meet clientexpectations, achieve contractual Service Level Agreements (SLAs) and maintainoperational efficiency.

This role requires a strong understanding of contact centreoperations, workforce optimisation, financial performance and the ability tolead a high-performing WFM team in a fast-paced BPO environment.

Key Responsibilities

1. Workforce Planning & Forecasting

• Developand manage long-term, medium-term and short-term workforce forecastsacross multiple client campaigns.
• Leadcapacity planning to ensure appropriate staffing levels in line withclient demand and operational requirements.
• Forecaststaffing requirements, taking into consideration attrition, absenteeism,shrinkage and training requirements.
• Developrecruitment and training forecasts to support operational growth andbusiness requirements.
• Identifypotential staffing gaps and proactively recommend solutions.

2. Scheduling & Real-Time Management

• Overseeworkforce scheduling to ensure optimal resource allocation acrossdifferent client programmes and time zones.
• Managereal-time adherence, schedule compliance and intraday adjustments.
• Ensureeffective coverage across UK, European and US operating hours whereapplicable.
• Monitorservice levels, occupancy, attendance and schedule adherence.
• Identifyand address operational inefficiencies, including overtime andunderutilisation.
• Lead,manage and develop a high-performing WFM team, including Forecasters,Schedulers and Real-Time Analysts (RTAs).
• Establishclear performance expectations, KPIs and accountability within thedepartment.
• Drivecontinuous improvement, standardisation and best practices acrossworkforce management processes.
• Builda culture of accountability, collaboration and data-drivendecision-making.

4. Reporting & Performance Management

• Developand maintain accurate workforce management reports, forecasts anddashboards.
• Monitorkey operational metrics, including service levels, Average Speed of Answer(ASA), occupancy, shrinkage and schedule adherence.
• Provideregular workforce performance insights and capacity recommendations tosenior management and clients.
• Identifyservice delivery risks and recommend corrective actions.
• Supportclient business reviews with accurate workforce data and operationalinsights.
• Ensureworkforce planning supports contractual SLAs while protecting operationalprofitability and margins.
• Monitorbillable FTE requirements against actual staffing levels.
• Identifyopportunities to improve utilisation, control overtime and reduceunnecessary operational costs.
• Supportnew client onboarding, workforce solution design, staffing models andcapacity planning.
• Provideworkforce inputs into pricing, resource requirements and operationalramp-up plans.
• Manageand optimise WFM systems and workforce management tools.
• Identifyopportunities to automate forecasting, scheduling and reporting processes.
• Evaluatethe workforce impact of AI, automation, chatbots and agent-assisttechnologies.
• Driveprocess improvements to improve efficiency, forecasting accuracy andworkforce utilisation.
• SupportWFM system implementations, upgrades and migrations where required.

Requirements

• Minimum7 years' experience in Workforce Management within a contact centre or BPOenvironment.
• Atleast 2 years' experience managing a WFM team, including Forecasters,Schedulers and RTAs.
• Provenexperience supporting contact centre operations with 300+ seats.
• Experiencemanaging multiple client programmes with different service levels,operational requirements and contractual models.
• Previousexperience supporting international clients, particularly UK, Europeanand/or US markets.
• Strongunderstanding of forecasting, capacity planning, scheduling, shrinkage andreal-time management.
• Relevantdegree in Statistics, Mathematics, Industrial Engineering, BusinessAnalytics or a related field. Equivalent practical experience will also beconsidered.
• StrongMicrosoft Excel skills and experience working with workforce managementreporting and analytical tools.

Technical Skills & Knowledge

• Experiencewith workforce management platforms such as NICE IEX/CXone WEM, Verint,Calabrio, Genesys Cloud WEM or Aspect.
• Experienceimplementing, migrating or optimising WFM systems will be advantageous.
• Stronganalytical, numerical and reporting capabilities.
• Abilityto develop and maintain workforce forecasts and capacity models.
• Understandingof AI-driven automation and its impact on workforce requirements.
• Workingknowledge of South African labour legislation, particularly the BasicConditions of Employment Act (BCEA), including working hours, overtime,night shifts, Sundays and public holidays.
• Understandingof shift allowances, night-shift transport requirements and businesscontinuity planning.

Key Performance Indicators (KPIs)

The successful candidate will be accountable for driving andmaintaining the following performance standards:

• Achievementof contractual Service Level Agreements (SLAs) and Average Speed of Answer(ASA) targets.
• Occupancylevels maintained between 80% and 88%, depending on the channel.
• Scheduleadherence of 90% or higher.
• BillableFTE versus required FTE variance maintained within agreed tolerances.
• Accurateforecasting at monthly, weekly and interval levels.
• Effectiveshrinkage management and control.
• Reductionof unnecessary overtime and idle capacity costs.
• Improvedworkforce utilisation and operational profitability.

We are looking for someone who demonstrates:

• StrongLeadership: Ability to lead, motivate and develop a diverse WFM team.
• CommercialAwareness: Understands the relationship between workforce decisions,operational performance, client satisfaction and profitability.
• AnalyticalThinking: Confident in interpreting complex data and translating itinto practical business decisions.
• StakeholderManagement: Excellent communication and relationship-building skills,with the ability to engage confidently with senior management andinternational clients.
• Problem-Solving: Proactive in identifying workforce challenges and implementing effectivesolutions.
• StrategicPlanning: Ability to balance immediate operational requirements withlong-term business objectives.
• ContinuousImprovement: Passionate about process optimisation, technology andautomation.
• Adaptability: Comfortable working in a fast-paced, deadline-driven BPO environment.

Advantageous

• WFMindustry certifications such as SWPP, QATC, ICMI or other recognisedWorkforce Management qualifications.
• Experiencebuilding or standardising a Workforce Management Centre of Excellence.
• Experienceconsolidating workforce management systems and processes across multipleclient programmes.
• Previousexposure to large-scale international BPO operations.

At Boomerang BPO, we believe in creating opportunities,developing people and delivering exceptional experiences for our clients.

Our culture is built on five core values:

• TargetDriven
• Respect
• Integrity
• Professionalism
• HavingFun

If you are a strategic workforce management leader whoenjoys driving operational performance, developing people and making ameasurable commercial impact, we would love to hear from you.