ZAF WFM Manager 1095

TP; Cape Town; Hybrid; ZAR 900,000 - 1,200,000; Full time

Job summary

Teleperformance SA seeks a Workforce Management (WFM) Manager to oversee forecasting, scheduling, real-time operations, and information processes. You will ensure demand is met, resources are optimised, and KPIs are achieved with high employee satisfaction.

Collaborating across operations, HR and finance, you will drive data-driven decisions, manage budgets, and mentor WFM teams to excellence in a multi-site contact environment.

Qualifications

• 6+ years in workforce management with leadership.
• Experience with multi-site, outsourced environments.
• Advanced labor law and WFM compliance knowledge.
• Budgeting and FTE sizing experience.
• Proficient in MS Office and advanced Excel.
• Strong analytical and data-driven decision making.

Responsibilities

• Forecast staffing needs from historical data and external factors.
• Create accurate schedules balancing peak and non-peak periods.
• Oversee resource build plans to meet operational needs.
• Monitor real-time staffing using WFM systems (IEX, Verint, Genesys).
• Ensure adherence to schedules and service levels across channels.
• Address intraday challenges (absences, surges, disruptions).
• Generate reports on service levels, occupancy, and productivity.
• Perform root-cause analyses for forecast variances and improvements.
• Lead and mentor a team of analysts, schedulers, and planners.
• Collaborate with operations, HR, and finance to align strategies.
• Communicate staffing plans and performance expectations to stakeholders.
• Identify process improvements and automation opportunities.
• Ensure compliance with labor laws and KPIs.
• Partner with recruitment and training to address skill gaps.

Skills

Leadership

Forecasting

Real-time Ops

Data analysis

Stakeholder Mgmt

Team building

Problem solving

Labor compliance

Tools

IEX

Verint

Genesys

Excel

Job description

Overview

The Workforce Management (WFM) Manager is responsible for overseeing the efficient and effective management of workforce planning, real-time operations, and management of information processes within Teleperformance SA. This role ensures that operational demands are met by accurately forecasting workforce needs, optimizing schedules, and managing resources to achieve key performance indicators (KPIs). By collaborating with multiple departments, the WFM Manager contributes to the success of operations, ensuring seamless delivery and alignment with business objectives while maintaining employee satisfaction and compliance with labor laws.

Qualifications

Qualifications and Experience

• 6+ years of experience in workforce management, with at least 3 years in a leadership role.

• Proven track record of working with multi-skilled, multi-site, virtual customer centers.

• Experience in managing outsourcers and collaborating with departmental stakeholders.

• Advanced understanding of labor laws and workforce management compliance.

• FTE sizing and budget management experience.

• Proficient in Microsoft Office Suite, particularly Word, PowerPoint, and Outlook.

• Expertise in WFM tools (e.g., IEX, Verint, Genesys) and advanced Excel skills.

• Strong understanding of ACD telephony systems and workforce planning practices

• Proven experience in coaching and managing WFM teams.

• Ability to build strong, collaborative teams and motivate staff effectively.

• Advanced analytical skills to interpret complex data and make data-driven decisions.

• Ability to identify inefficiencies and recommend actionable solutions.

• Strong facilitation, presentation, and interpersonal skills.

• Experience in advanced stakeholder management and confidently challenging at senior levels.

• Organized, adaptable, and capable of working under pressure while maintaining accuracy.

• Customer-focused with a "can-do" attitude and high resilience.

• Flexible and innovative, with a structured approach to problem-solving.

Responsibilities

Key Responsibilities and Accountabilities

• Workforce Planning and Forecasting

• Analyze historical trends and external factors to forecast future staffing requirements.

• Create accurate workforce schedules to balance peak and non-peak periods while considering employee skills, availability, and preferences.

• Oversee the build plan for resource allocation to meet operational needs.

• Real-Time Management

• Monitor and adjust staffing levels in real-time using WFM systems like IEX, Verint, and Genesys.

• Ensure adherence to schedules and service levels across multiple contact channels (voice, email, chat).

• Proactively address intraday challenges, including unplanned absences, call surges, or technical disruptions.

• Data Analysis and Reporting

• Generate and analyze reports on key workforce metrics, including service levels, occupancy, and productivity.

• Conduct root-cause analyses for forecast variances and recommend actionable improvements.

• Utilize advanced Excel and other analytical tools for scenario modeling and data visualization.

• Team Management and Collaboration

• Lead and mentor a team of workforce analysts, schedulers, and planners, ensuring high performance and professional development.

• Collaborate with operations, HR, and finance teams to align workforce strategies with business objectives.

• Facilitate effective communication with stakeholders regarding staffing plans, changes, and performance expectations.

• Process Optimization and Compliance

• Identify opportunities to enhance workforce management processes through automation or strategic adjustments.

• Ensure compliance with labor laws, company policies, and contractual KPIs.

• Partner with recruitment and training teams to address skill gaps and future staffing needs.

Skills & Competencies Required:

Emotional Intelligence

Understanding and managing one's own emotions and the emotions of others to foster positive relationships and enhance the impact of action

Listens actively to the (emotional) needs of your team members, strives to understand them and acts appropriately to build positive relationships.

Entrepreneurship

Visionary leadership often requires taking initiative, managing risks, and driving innovation.

Communication

Clear, persuasive, and empathetic communication is a cornerstone of effective leadership.

Collaboration

Effective interpersonal skills are essential for teamwork and building strong professional relationships.

Open-Mindedness

Being receptive to different perspectives helps in building meaningful relationships.

Solution Orientation

Problem-solvingis the process of analyzing an issue, finding its causes, and figuring at the best way to fix it.

Solution orientationis the mindset of focusing on solutions instead of just the problem.

They work together because:

• Problem-solving helpsunderstandthe issue.

• Solution orientation keeps to thingspositive and action-focusedinstead of getting stuck on obstacles.

Together, they ensureboth analysis and actionto fix problems efficiently

Process Excellence

Achievement-oriented individuals strive for efficiency and effectiveness in their work.

Critical Thinking

They analyze situations to overcome obstacles and achieve results