Workforce Planning Lead - Real-Time & Data-Driven Scheduling

WNS Global Services; Milnerton; On-site; ZAR 420,000 - 600,000; Full time

Benefits offered by this job

24x7 rotational shifts

Site: Newlands

Job summary

WNS Global Services is seeking an energetic Assistant Manager - Workforce Management for our Cape Town area. You will lead Real-Time Analysts, balance demand with staffing, and transform forecasts into practical schedules to optimize customer experience.

This role requires strong data skills, 3–5 years in WFM, and hands-on RTA/scheduling experience. You will collaborate across Ops, Training, Quality, and HR, and must be onsite at our Newlands site.

Qualifications

• Minimum 3-5 years' experience managing Workforce Management in contact centre/BPO.
• At least 3 years' supervisory or team leadership experience.
• Minimum 5 years' hands-on experience in Real-Time Administration (RTA) and Scheduling/Short-Term Planning.
• Strong understanding of workforce planning, forecasting, scheduling, capacity planning and intraday management.
• Experience working with industry-leading WFM tools such as Verint, Avaya CMS, or similar workforce management platforms.
• Advanced analytical and problem-solving skills with the ability to turn data into actionable insights.
• Excellent communication and stakeholder management skills.
• Ability to thrive in a fast-paced, target-driven environment while managing competing priorities.
• Comfortable working collaboratively across Operations, Training, Quality and Support functions.
• Must be willing and able to work onsite.
• Matric is essential.

Responsibilities

• Transform forecasts, volume trends, arrival patterns and AHT insights into accurate and effective schedules.
• Create daily, weekly, fortnightlyand monthly rosters that keep our operation performing at its best.
• Ensure schedules align with business requirements while maintaining employee wellbeing.
• Monitor staffing requirements to ensure service levels and operational targets are consistently achieved.
• Identify staffing gaps before they become challenges and proactively recommend solutions.
• Ensure shifts comply with company and HR policies.
• Schedule mandatory breaks, lunches and personal time to support employee wellbeing.
• Allocate time for outbound activities, offline work, training, coachingand meetings.
• Incorporate planned leave while allowing for unexpected absences through smart workforce planning.
• Work closely with Operations, Training, Quality and HR teams to ensure workforce plans support business needs.
• Highlight potential staffing shortages and recommend overtime solutions when required.
• Deliver final schedules to Operations and RTA teams for execution.
• Lead and develop a team of RTAs.
• Drive intraday management, ensuring resources are optimally deployed throughout the day.
• Monitor performance trends and take action to maximise efficiency and customer experience.

Skills

Workforce Management

RTA

Forecasting

Intraday management

Data analysis

Stakeholder management

Coaching

Communication

On-site collaboration

Education

Matric

Tools

Verint

Avaya CMS

Job description

WNS Global Services is seeking an energetic Assistant Manager - Workforce Management for our Cape Town area. You will lead Real-Time Analysts, balance demand with staffing, and transform forecasts into practical schedules to optimize customer experience.

This role requires strong data skills, 3–5 years in WFM, and hands-on RTA/scheduling experience. You will collaborate across Ops, Training, Quality, and HR, and must be onsite at our Newlands site.