Senior Workforce Planning Manager - BPO - US Hours
Senior Workforce Planning Manager - BPO - US Hours
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1 Vacancy
Job Description
Job Title: Senior Group Manager Workforce Management (WFM)
Location: Cape Town South Africa
Job Summary:
We are seeking an experienced and strategic Workforce Management (WFM) professional to lead our WFM function for our South Africa call center operations.
The Senior Group Manager WFM will be responsible for endtoend workforce management across multiple lines of business ensuring optimum staffing service level adherence and operational efficiency.
This leadership role requires strong analytical skills people management capability client handling expertise and the ability to drive continuous improvement and operational excellence.
Key Responsibilities: Lead the overall WFM function covering Forecasting Capacity Planning Scheduling RealTime Management and Reporting & Analytics.
Design and implement workforce strategies to meet client contractual obligations and internal operational goals
. Collaborate with business leaders client partners and crossfunctional teams to ensure WFM alignment with business objectives.
Ensure accurate volume forecasting and capacity planning for voice chat email and backoffice processes.
Oversee creation and optimization of schedules adherence monitoring and realtime service delivery.
Drive efficiencies in staffing and cost management while meeting Service Level Agreements (SLAs) productivity and key performance metrics.
Act as the WFM Single Point of Contact for client and internal leadership interactions
. Participate in client governance calls reviews and presentations to demonstrate WFM performance and initiatives
. Drive process automation technology adoption (such as NICE IEX Verint Genesys WFM or equivalent tools) and analyticsled decisionmaking.
Qualifications :
Graduate
Qualifications & Experience:
Bachelors Degree
1015 years of experience in Workforce Management in the BPO/Call Center industry with at least 35 years in a leadership role.
Knowledge of WFM tools like NICE IEX Verint Genesys Aspect or equivalent will be added advantage.
Experience managing multigeo multiclient WFM operations is preferred.
Excellent analytical problemsolving and decisionmaking skills.
Exposure to the South Africa BPO landscape will be an added advantage.
Why Join Us Be part of a dynamic fastgrowing BPO organization expanding its global footprint.
Opportunity to lead WFM strategy for a key geography and contribute to organizational growth.
Work in a diverse inclusive and collaborative environment with global career development opportunities.
Additional Information :
US Shifts
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
