WFM Manager
TeleperformanceGqeberha, Eastern Cape, South Africa30+ days ago
Job descriptionForecast staffing requirements by analyzing historical data and considering factors like call, chat, and email volumes. Create and oversee employee schedules, ensuring coverage during peak and non-peak times, considering employee availability, skills, and preferences, while complying with policies and labor laws. Monitor real-time staffing levels, adjusting schedules or reallocating resources as needed using workforce systems and tools. Build accurate forecasting models and generate reports on KPIs related to staffing and service levels to inform decision-making. Ensure sufficient capacity to handle workload demands, collaborating with operations to determine staffing needs. Work with Recruitment and Training teams to address staffing needs and skill gaps, supporting training program development. Identify process improvements and automation opportunities within workforce management functions. Utilize WFM systems like IEX, Verint, Genesys, and manage people and processes effectively, including data analysis with tools like Excel. Analyze data to identify trends and forecast staffing needs, applying statistical analysis and complex algorithms. Communicate staffing plans and coordinate with stakeholders, demonstrating strong presentation and collaboration skills. Ensure compliance with labor laws and regulations related to scheduling, overtime, and breaks. Collaborate with departments to align workforce strategies with business goals, ensuring effective communication of plans and performance expectations. Expertise in Workforce Management tools (6+ years) Advanced Excel skills for modeling and scenario planning Experience with virtual multi-skilled, multi-site customer centers Experience working with outsourcers and stakeholders Knowledge of ACD telephony systems Team management and coaching skills Problem-solving and decision-making abilities Leadership experience managing a team of analysts, schedulers, and planners FTE sizing experience Budgeting, time management, and effective communication skills Proficiency in Microsoft Office Suite Customer focus, influence, and personal effectiveness Teamwork, creativity, flexibility, and organizational skills Ability to work under pressure with accuracy Business awareness and leadership capabilities Strong stakeholder management and relationship-building skills Resilience, facilitation, and presentation skills Knowledge of KPI management and contract metrics Self-motivated with a positive attitude
Overview
As a Workforce Management (WFM) Manager, your primary responsibility is to ensure the efficient management of accounts and workforce. This includes overseeing Planning, Real-Time Management, and Management Information processes, scheduling, and resource allocation. You will analyze historical work patterns and forecast future demand to develop accurate workforce schedules, collaborating with department managers and team leaders to align staffing with business objectives.
You will monitor and adjust staffing levels based on real-time data, such as call volumes and customer demand, making tactical changes, coordinating overtime or training, and addressing unexpected changes impacting workforce availability.
You will generate reports and analyze workforce metrics to identify trends and areas for improvement, implementing strategies to optimize productivity and service levels.
Qualifications
- 3-5 years of Workforce Management experience
- Proven WFM experience in a BPO
- Client interaction and stakeholder engagement skills
- Matric or equivalent
Responsibilities
Key Responsibilities and Accountabilities
Competencies and Specific Skills
#J-18808-Ljbffr
Create a job alert for this search
Manager • Gqeberha, Eastern Cape, South Africa
Related jobs
- Promoted
Business Manager
On Line PersonnelGqeberha, Eastern Cape, South Africa Salary : R420 000 to R456 000 per annum CTC commensurate with qualification and experience.Develop timing plans based on key tasks and key deliverables to achieve results.
Engage in verbal and writte...Show moreLast updated: 30+ days ago
- Promoted
FINANCE ADMINISTRATION MANAGER R30 - R35 K plus excellent benefits
Divergent Recruit Pty LtdGqeberha, Eastern Cape, South Africa MARKMAN, PORT ELIZABETH, EASTERN CAPE PROVINCE.MINIMUM ESSENTIAL QUALIFICATIONS : .Matric with Mathematics as a subject.Comm Degree in Finance / Accounting.
Minimum of 3 - 5 years working experience a...Show moreLast updated: 30+ days ago
- Promoted
Production Manager
Staff Solutions RecruitmentUitenhage, South Africa Ensure that the department is aligned to the strategic vision of the Company.Progress monitoring and recording to achieve daily / weekly / monthly targets.
Weekly / monthly assessment of achievement...Show moreLast updated: 30+ days ago
- Promoted
OMF Financial Consultant (Motherwell)
Old MutualGqeberha, Eastern Cape, South Africa OMF Financial Consultant (Motherwell).Provides advice on a specific range of products to a specific allocated market and are individually accountable for achieving results through their own efforts...Show moreLast updated: 30+ days ago
- Promoted
Maintenance Manager
Staff Solutions RecruitmentUitenhage, South Africa Lead maintenance team to observe all safety programs that help ensure the protection of all plant employees and visitors.
Directs the analysis of mechanical and operational problems on plant equipme...Show moreLast updated: 26 days ago
- Promoted
Maintenance Planner
Abantu Staffing SolutionsKariega, South Africa Affirmative Action South African citizen.Degree / National Diploma in Electrical, Mechanical and Mechatronics.Knowledge of FMEA and its practical use in the maintenance environment, including proble...Show moreLast updated: 4 days ago
- Promoted
Financial Manager
Jobs2dayPort Elizabeth, South Africa Financial Manager Job Specification.Job Specification : Financial Manager.Location : Port Elizabeth, Eastern Cape.Reporting To : Financial Executive.
We are seeking a dynamic and results-driven Financi...Show moreLast updated: 30+ days ago
- Promoted
Technical Manager
Staff Solutions RecruitmentPort Elizabeth, South Africa This role is critical in ensuring high standards of service delivery, customer satisfaction, and efficient technical operations.
Lead and manage a team of technicians responsible for installations a...Show moreLast updated: 19 days ago
- Promoted
Business Unit Manager
Dynexity Pty LtdGqeberha, Eastern Cape, South Africa The position comprises 80% sales and 20% administration.Manage the Business Unit comprising of Sales Admin, Finance, Workshop, and Service Department.
Prospect for new business and motivate and guid...Show moreLast updated: 30+ days ago
- Promoted
- New!
FINANCIAL MANAGER
Staff Solutions RecruitmentPort Elizabeth, South Africa Oversee full financial function including reporting, budgeting, forecasting and analysis.Manage cost control, financial planning and project accounting.
Prepare and present monthly management report...Show moreLast updated: 21 hours ago
- Promoted
Multimodal Controller
Higher Intelligence - JohannesburgGqeberha, Eastern Cape, South Africa Ready to join a leader in Logistics and Multimodal transport services?.R360,000 - R420,000 CTC including benefits.This is a leader in the supply of Freight Forwarding and 3PL services.With a global...Show moreLast updated: 30+ days ago
- Promoted
Maintenance Manager
Abantu Staffing SolutionsKariega, South Africa Affirmative Action South African citizen.Mechanical or Electrical Engineering and equivalent experience.Government Certificate of Competency qualification (GCC) advantageous.Experience in the autom...Show moreLast updated: 23 days ago
- Promoted
Financial Manager CA(SA)
HeadhuntersGqeberha, Eastern Cape, South Africa Our Client a prominent brand in the Automotive Component Manufacturing Industry, is seeking to employ an experienced Financial Manager to their dynamic team based in Port Elizabeth.This is a senior...Show moreLast updated: 27 days ago
- Promoted
Audit Firm Manager
The Legends AgencyGqeberha, Eastern Cape, South Africa Full-time | Senior Management Level.The ideal candidate will ensure best practices are consistently applied to deliver high-quality audit and assurance work, foster professional excellence across t...Show moreLast updated: 9 days ago
- Promoted
Lodge Manager
Phoenix RecruitmentAddo, South Africa Welcome and assist guests, handle complaints, and ensure their comfort and satisfaction.Hire, train, and manage staff, ensuring they provide excellent service and adhere to policies.Oversee daily o...Show moreLast updated: 21 days ago
- Promoted
Manager
Caesars Open JobGqeberha, Eastern Cape, South Africa The Conference Services Manager coordinates all requirements for various conference groups booked by the Sales Department.
They are responsible for enforcing the terms of sales letter of agreement a...Show moreLast updated: 30+ days ago
- Promoted
Senior Financial Accountant (Manufacturing)
Abantu Staffing SolutionsKariega, South Africa My client, a reputable manufacturer and supplier of high-performance automotive components, is seeking an experienced and capable Senior Financial Accountant to join their team.With a strong focus ...Show moreLast updated: 21 days ago
- Promoted
Senior Duty Manager
Phoenix RecruitmentAddo, South Africa Supervise, train, and motivate employees; manage staff schedules; and monitor performance to ensure productivity.Oversee daily operations to ensure efficiency, from front-of-house to events and fac...Show moreLast updated: 21 days ago