Workforce Scheduler

Do you love puzzles planning problem-solving and making sure the right people are in the right place at the right time Are spreadsheets your superpower and forecasting your love language If so we have the perfect opportunity for you!

Were on the hunt for an energetic and detail-driven Assistant Manager - Workforce Management (WFM) to join our fast-paced BPO environment. This is your chance to be at the heart of the operation balancing customer demand employee experience and business performance while leading a team of Real-Time Analysts (RTAs) to success.

As our WFM superhero youll turn forecasts into action schedules into success and data into decisions that keep our operation running like a well-oiled machine.

What Youll Be Responsible For: 

Planning & Scheduling Excellence

• Transform forecasts volume trends arrival patterns and AHT insights into accurate and effective schedules.
• Create daily weekly fortnightly and monthly rosters that keep our operation performing at its best.
• Ensure schedules align with business requirements while maintaining employee wellbeing.

Service Level Management

• Monitor staffing requirements to ensure service levels and operational targets are consistently achieved.
• Identify staffing gaps before they become challenges and proactively recommend solutions.

Workforce Optimization

• 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 coaching and meetings.
• Incorporate planned leave while allowing for unexpected absences through smart workforce planning.

Operational Partnership

• 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.

Intraday Leadership

• 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.

What Makes You a Great Fit

Youre someone who:

• Loves working with data and turning insights into action.
• Thrives in a fast-paced ever-changing contact centre environment.
• Can spot trends solve problems and make decisions quickly.
• Has strong stakeholder management and communication skills.
• Balances operational requirements with employee experience.
• Enjoys coaching developing and leading a team.
• Is highly organised detail-oriented and proactive.
• Takes ownership and always looks for ways to improve processes.

Why Youll Love This Role

This isnt just about schedules and spreadsheets. Its about being the strategic engine behind a successful operation. Youll have the opportunity to influence business performance collaborate with multiple departments develop future talent and play a critical role in delivering exceptional customer experiences every day.

Qualifications :

• Minimum 3-5 years experience managing Workforce Management operations within a contact centre or BPO environment.
• At least 3 years supervisory or team leadership experience with a proven ability to coach and develop teams.
• Minimum 5 years hands-on experience in Real-Time Administration (RTA) and Scheduling/Short-Term Planning.
• Strong understanding of workforce planning principles 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. 

Additional Information :

• 24x7 rotational shifts
• Primary working site is in Newlands

Remote Work :

No

Employment Type :

Full-time