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Keen is seeking a Workforce Shift Planning Manager to spearhead staffing strategies for a fast-paced multi-channel contact center in Cape Town. The ideal candidate will utilize their extensive Workforce Management experience to optimize staffing and enhance service levels across various channels, ensuring seamless operations that align with U.S. client needs. This full-time in-office role offers competitive compensation, alongside transport and medical allowances, while working hours are adjusted to support U.S. client operations.
At Keen, we don't just deliver services — we embed ourselves into the heart of our clients' businesses. From digital marketing and creative to customer experience, we craft bold, high-performance digital experiences for global brands.
Keen helps some of the most exciting U.S. and international brands scale smarter by embedding expert teams that drive results across marketing, creative, customer experience, and sales.
We're not a legacy BPO. We're a partner in growth — and that's where you come in.
About The Role
We're hiring a Workforce Shift Planning Manager to lead staffing strategy and real-time performance for a multi-channel contact center operation. Supporting a high-growth client in the POS and food delivery tech space, you'll own everything from historical volume analysis and headcount planning to intraday queue oversight and shift alignment.
This role is ideal for someone with deep Workforce Management (WFM) experience who can zoom out to build scalable staffing models — and zoom in when needed to keep SLAs on track. You'll lead scheduling, support forecasting, and work cross-functionally to ensure we have the right coverage across chat, email, and voice — every hour of every day.
What You'll Do