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WFM Country Lead - South Africa

WFM Country Lead - South Africa

ConcentrixZA
30+ days ago
Job description

Job title : WFM Country Lead - South Africa

Job Location : KwaZulu-Natal, Cape Town

Deadline : October 15, 2025

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Job Description

  • The WFM Country lead is responsible for overseeing all aspects of workforce planning, real-time management, and resource optimization across South Africa.
  • The successful candidate will provide leadership to an accomplished workforce management team, collaborate with various departments, and shape the direction of the WFM operating model within country.

    • What you’ll be doing

  • Contribute to the development of long-term strategic plans, leveraging WFM insights to shape organizational goals and priorities
  • Collaborate closely with cross-functional teams, including Customer Service, Operations, Finance, and IT, to ensure WFM strategies align with overall business objectives
  • Implement cost-effective measures while maintaining a high standard of service
  • Manage departmental budgets, including labor costs, technology investments, and other resources
  • Drive efficiency and effectiveness improvements while maintaining or exceeding service level goals
  • Identify and lead process improvement initiatives within the WFM department and related operational areas
  • Provide mentorship, coaching, and growth opportunities to nurture talent
  • Lead the training and professional development of the WFM team, focusing on developing advanced skills and expertise

    • Role Requirements

  • Experience in leading large WFM teams across multi-site operatons.
  • Strong and proven communication experience with both local & Non-Local clients across the EMEA Region.
  • Strong knowledge with WFM tools, ie IEX / Teleopti / CMS / Genesys etc.
  • Excellent communication skills, both written and verbal.
  • Ability to effectively present information to internal and external associates
  • Advanced Microsoft Office skills
  • Practical experience of Direct People Management
  • Proven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment.
  • Demonstrated ability to mentor, coach and provide direction to a team of employees
  • Demonstrated ability to take initiative and ownership with focus on continuous improvement
  • Demonstrated ability to foster customer service disposition and sense of professionalism for self and team
  • Solid understanding of the organization's business operations and industry.
  • Demonstrated ability to comprehend, analyse, and interpret. Ability to analyse large quantities of raw data to create strategic action plans

    • Ideal Candidate Profile

  • Experience of working in a large BPO / CX organisation
  • Practical Experience of WFM NICE IEX preferred.
  • Knowledge of reporting tool and processes.

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    Country South Africa • ZA