Workforce Manager

ABC Worldwide; Cape Town; On-site; ZAR 500 000 - 700 000; Full time

Job summary

A leading global firm in Cape Town is looking for a Manager- WFM to apply expertise in workforce management and analytics. The role involves supervising teams, managing schedules, and utilizing data to enhance operations. Candidates should possess at least 10 years of WFM experience, strong leadership skills, and proficiency in analytical tools. Join a dynamic environment focused on delivering exceptional customer service.

Qualifications

• Minimum 10 years experience in workforce management is mandatory.
• Previous experience in an international BPO environment required.
• Proven expertise in data analysis to drive decision making.

Responsibilities

• Supervise the WFM team and manage schedules.
• Monitor real-time schedule deviations and communicate with leadership.
• Serve as the primary interface between WFM and Operations.

Skills

Data analysis

Strong interpersonal skills

Time management

Leadership

Communication

Education

Qualifications in statistics, mathematics, computer science or another quantitative field

Tools

Advanced Excel

Aspect

IEX

Job description

Overview

Position: Manager- WFM

Location: South Africa

Employment type: Permanent

Job type: Full time

As an experienced Manager - WFM in this newly created role you will apply your deep expertise in business intelligence and advanced analytical skills to identify opportunities to leverage data and drive business value.

Responsibilities

• Supervising other WFM
• Creation & management of schedules for different projects to ensure that we have the right resources at the right times for optimal delivery of customer experience
• Real-time monitoring & reporting of schedule deviations like breaks, absenteeism, late login, early logout and other schedule non-adherence
• Coordinate with outsourced sites on SL management and keep the WFM team updated
• Work on real-time tickets related to schedule change request, non-production request and associated GACD profile change needs
• Ensure that scheduling parameters are in line with business requirements, statutory obligations and individual schedule requirements
• Prepare and communicate daily handoff report to WFM leadership team on SL performance
• Recognize and initiate escalation process for systems outages and submit problem tickets to the hot desk; initiate appropriate tactics to ensure service levels achievement
• Serve as primary interface between WFM and Operations leadership to establish and strengthen a positive partnership

Your Profile / Qualifications

• Previous experience in an international BPO environment with ability to coordinate multiple projects and data simultaneously
• Direct experience as a workforce management for min. 10 years is mandatory
• Have good experience in Managing WFM Team
• Can do attitude and ability to deliver results in a fast-paced environment with minimum supervision
• Proven expertise knowledge with Aspect and / or IEX
• Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse multi-cultural environment
• Ability to adapt to change and maintain composure in critical situations; communicate clearly with both internal and external stakeholders
• High degree of ability to analyze data using the data to drive decision making and implement effective resolutions
• Qualifications in statistics, mathematics, computer science or another quantitative field are an advantage
• Advanced Excel skills; demonstrable experience building RTA tools or models in Excel or other platforms
• Fluent in English

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

Experience & Eligibility

Required Experience : Manager

Key Skills

• Restaurant Experience
• Customer Service
• Employee Evaluation
• Management Experience
• Math
• Employment & Labor Law
• Sanitation
• Leadership Experience
• P&L Management
• Mentoring
• Supervising Experience
• Restaurant Management

Employment Type: Full Time

Experience: years

Vacancy: 1