Workforce Manager (WFM)

Quantanite; Johannesburg; On-site; ZAR 700,000 - 900,000; Full time

Benefits offered by this job

Health Insurance

Funeral Cover

Group Life Cover

Provident Fund

Job summary

Quantanite in Sandton/Rosebank, Johannesburg, is seeking a Workforce Manager to lead a high‑volume WFM team and drive staffing strategy across 24/7 operations. You will design schedules, manage capacity, and deliver data‑driven reports to senior leadership.

The role requires 5+ years in workforce management with at least 2 years in a leadership capacity; a background in Business Administration or Operational Management is preferred.

Qualifications

• Total experience: minimum of 5+ years in workforce management.
• Leadership experience: at least 2 years in a managerial role.
• Preferred majors: Business Administration or Operational Management.
• Ability to develop staffing forecasts and capacity planning.
• Experience in data-driven reporting and KPI tracking.

Responsibilities

• Develop and implement workforce management strategies to meet client SLAs and global time-zone coverage.
• Lead space planning and governance with data-driven reports on allocation and utilization.
• Oversee scheduling, shift planning, and resource allocation across operations.
• Monitor adherence, occupancy, shrinkage, absenteeism, overtime, and utilization to forecast staffing.
• Manage the WFM team, assigning tasks and ensuring forecasting accuracy and timeliness.
• Collaborate with HR, Operations, Client Services, and Analytics to align capacity with demand.
• Provide regular leadership reports on workforce status, gaps, forecast needs, and staffing risks.
• Establish WFM policies and SOPs; maintain relevant documentation.
• Handle escalations related to shortages, shift swaps, and overtime.
• Utilize WFM tools to automate and optimize essential processes.

Skills

Leadership

Forecasting

Scheduling

Data analytics

Cross-functional collaboration

Education

Business Administration

Operational Management

Job description

Workforce Manager (WFM)

Position Details

Location: Sandton and Rosebank, Johannesburg, South Africa Reporting to: Senior Director

Hours: 24/7 (Including Public Holidays)

Job Responsibilities

• Develop and implement comprehensive workforce management strategies, including staffing forecasts, capacity planning, and schedule designs to maintain client SLAs and ensure global time-zone coverage.
• Direct strategic space planning and governance, providing data-driven reports regarding space allocation and utilization.
• Oversee all scheduling, shift planning, and resource allocation to ensure adequate coverage across customer support, data services, and back-office operations.
• Monitor and analyze key workforce metrics such as adherence, occupancy, shrinkage, absenteeism, overtime, and utilization to build predictive staffing plans.
• Lead and manage the WFM team, including associates, senior associates, and team leads, by assigning tasks and ensuring the accuracy and timeliness of forecasting and scheduling.
• Collaborate with HR, Operations, Client Services, and Analytics functions to align workforce capacity with demand, hiring plans, and project scaling.
• Provide regular reports to senior leadership regarding workforce status, identified gaps, forecasted needs, and risks associated with staffing levels.
• Establish and maintain workforce management policies, Standard Operating Procedures (SOPs), and relevant documentation.
• Manage escalations related to staffing shortages, urgent shift swaps, and exceptions such as absences or overtime.
• Utilize and implement WFM tools and software to automate and optimize essential workforce processes.

Experience

• Total Experience: Minimum of 5+ years of experience in workforce management.
• Leadership Experience: At least 2 years of experience in a leadership or managerial role.
• Preferred Major: Business Administration or Operational Management is preferred.

What’s In It for You

• Benefits: Health Insurance, Funeral Cover, Group Life Cover and Provident Fund.
• Training: Comprehensive technical and leadership training to support your growth.
• Career Growth: Opportunities for career advancement into broader technical operations or leadership roles.
• Work Environment: A supportive and innovative culture with a focus on teamwork, learning, and continuous improvement.

Other Requirements:

• Must be able to workUSA hoursand mirror the shifts of the training team and clients.