Workforce Manager

Redial BPO; Johannesburg; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading BPO firm located in Johannesburg is seeking a Workforce Manager to optimize workforce performance across campaigns. This role involves leading workforce strategies, ensuring compliance with legislation, and driving continuous improvement through best practices. The ideal candidate must possess 5-8+ years in BPO Workforce Management and strong analytical and leadership skills. Join a dynamic team focused on delivering exceptional service and shaping workforce strategies with international clients and innovative technologies.

Benefits

High-growth environment

Influence strategic decisions

Work with international clients

Qualifications

• 5-8+ years in BPO Workforce Management, 2-3+ years in senior WFM leadership.
• Strong analytical, forecasting, and financial planning skills.
• Proven ability to manage multi-campaign or multi-site environments.

Responsibilities

• Lead the Workforce Management function, including forecasting and scheduling.
• Develop and execute WFM strategies aligned with business objectives.
• Partner with Operations, HR, Finance, and Clients to deliver workforce insights.

Skills

Analytical skills

Forecasting

Financial planning

Leadership

Stakeholder engagement

Tools

Verint

NICE

Calabrio

Genesys

Job description

Workforce Manager – Johannesburg, South Africa

Location: Onsite
Department: Operations / Workforce Management
Reports To: Head of Operations

Are you a strategic leader with a passion for optimizing workforce performance? Join our dynamic team as a Workforce Manager, where you’ll drive end-to-end Workforce Management across multiple campaigns, ensuring cost efficiency, service excellence, and sustainable growth.

What You’ll Do

• Lead the Workforce Management function, including forecasting, scheduling, and real-time performance.
• Develop and execute WFM strategies aligned with business objectives and client SLAs.
• Partner with Operations, HR, Finance, and Clients to deliver workforce insights and solutions.
• Oversee capacity planning, headcount budgeting, and scenario planning for growth and seasonality.
• Ensure compliance with South African labour legislation and internal policies.
• Drive continuous improvement through automation, AI, and best-practice frameworks.

What We’re Looking For

• Experience:5–8+ years in BPO Workforce Management, with 2–3+ years in a senior WFM leadership role.
• Strong analytical, forecasting, and financial planning skills.
• Proven ability to manage multi-campaign or multi-site environments.
• Advanced Excel and WFM systems experience (Verint, NICE, Calabrio, Genesys preferred).
• Exceptional leadership, stakeholder engagement, and decision-making skills.

Working Conditions:

• Office-based role in a relaxed organizational environment
• Monday to Friday, 4:00 PM – 1:00 AM (SAST), with weekend coverage as needed

Why Join Us?

• Be part of a high-growth, innovative environment.
• Influence strategic decisions and shape workforce strategies.
• Work with international clients and cutting-edge WFM technologies.

Ready to make an impact? Apply now and help us deliver exceptional service through world-class workforce management!

All suitably qualified applicants will be considered based on their qualifications, experience, and the competencies relevant to the role. We do not discriminate on the basis of race, gender, age, disability, religion, sexual orientation, or any other characteristic protected under applicable law.

REDIAL BPO will never request any form of payment—whether for applications, interviews, or job placements—from applicants. If you are ever asked for payment as part of a recruitment process claiming to be from REDIAL BPO, please treat it as fraudulent and report it to us immediately.