Workforce Manager

Innovazi Consulting (Pty) Ltd; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Innovazi Consulting (Pty) Ltd in Cape Town is seeking a seasoned Workforce Management lead to oversee forecasting, capacity planning, and real-time operations. You will lead a high-performing WFM team, drive service levels, and provide strategic workforce insights and recommendations to clients to optimise their contact-centre performance.

The role requires at least 5 years in Workforce Management, strong forecasting and scheduling skills, excellent analytical and communication abilities, and

Qualifications

• Minimum 5 years in Workforce Management
• Strong forecasting, scheduling, and real-time management skills
• Excellent analytical, planning and organisational abilities
• Strong communication and presentation skills
• Ability to work independently in a fast-paced, changing environment

Responsibilities

• Oversee forecasting and capacity planning.
• Lead and develop a high-performing WFM team.
• Manage staffing, scheduling, and real-time operations.
• Monitor service levels and drive client satisfaction.
• Provide workforce insights and strategic recommendations.

Skills

Forecasting

Scheduling

Real-time management

Analytical

Organisational abilities

Communication

Education

Matric / Grade 12

Job description

Key Responsibilities:

• Oversee forecasting and capacity planning.
• Lead and develop a high-performing WFM team.
• Manage staffing, scheduling, and real-time operations.
• Monitor service levels and drive client satisfaction.
• Provide workforce insights and strategic recommendations.

Minimum Requirements:

• Matric / Grade 12.
• Minimum 5 years’ Workforce Management experience.
• Strong forecasting, scheduling, and real-time management skills.
• Excellent analytical, planning, and organisational abilities.
• Strong communication and presentation skills.
• Ability to work independently in a fast-paced, changing environment.