Workforce Manager

About KeenAt Keen, we don't just deliver services — we embed ourselves into the heart of our clients' businesses.

From digital marketing and creative to customer experience, we craft bold, high-performance digital experiences for global brands.Keen helps some of the most exciting U.S. and international brands scale smarter by embedding expert teams that drive results across marketing, creative, customer experience, and sales.We're not a legacy BPO.

We're a partner in growth — and that's where you come in.

About the Role

We're hiring a Workforce Manager (WFM) to lead our Workforce Management team in a high-volume contact center supporting a dynamic client in the POS and food delivery tech industry.

You will oversee strategic forecasting, scheduling, and real-time management to optimize agent performance across multiple channels, ensuring we meet and exceed service level agreements. This is a critical leadership role requiring a blend of analytical skills, operational expertise, and a people-centric approach to effectively manage team performance and drive continuous improvement.

What You'll Do

• Develop and implement robust forecasting models and staffing plans that align with business objectives and client expectations
• Oversee scheduling for various channels including voice, chat, and email, ensuring optimal coverage and minimizing shrinkage
• Monitor real-time performance metrics and quickly realign resources to address inbound volume fluctuations
• Collaborate with Operations and Training teams to ensure agent skill sets align with demand
• Lead a team of analysts, providing mentorship and support for their career development
• Generate and distribute comprehensive performance reports focusing on adherence, occupancy, and utilization metrics
• Identify trends and opportunities for process enhancement, implementing solutions to improve efficiencies
• Facilitate communication between departments to ensure alignment in operational goals and strategies
• Act as the primary point of contact for client inquiries related to Workforce Management
• Support any new channel launches or shifts in business strategy with appropriate planning and execution

Requirements

Benefits

What's In It for You

Join a global team that values clarity, urgency, and operational excellence

Working hours align with U.S. client operations across a 24 / 7 / operations.

Reliable commuting is required.

This is a full-time in-office role based in Wembley Square, Cape Town.

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