- Location
- Cape Town, ZA
- Type
- Full-time
- Department
- Management
- Seniority
- Manager
- Experience
- 3+ years
- Closing date
- Today
- Source
- iCIMS
Description
Overview
We are seeking a highly motivated and experienced WFM (Workforce Management) Assistant Manager to join our dynamic team. In this role, you will be responsible for managing and optimizing the day-to-day operations of the Workforce Management team. Strong leadership, in-depth knowledge of workforce management processes, and the ability to drive operational efficiency and performance are key to success in this role.
Qualifications
Education & Specific Training
- Matric equivalent qualification (essential).
Work Experience
- Minimum of 3-5 years of experience in workforce management or a similar operations role,
- 2-3 years in a leadership capacity as an WFM Lead/Assistant Manager or similar position.
- BPO experience would be advantageous
Responsibilities
Team Leadership & Development:
- Lead, mentor, and support a team of WFM analysts to ensure optimal performance and high service delivery standards.
- Conduct regular performance reviews, provide constructive feedback, and foster continuous learning and development within the team.
Forecasting & Scheduling:
- Oversee the creation of accurate staffing forecasts based on historical data, business trends, and seasonal demands.
- Ensure effective scheduling of resources that balance client needs with operational efficiency.
Real-Time Management:
- Monitor real-time data, adjusting schedules as necessary to maintain service levels.
- Collaborate with operations teams to manage break schedules, shift changes, and absence coverage to minimize disruptions.
Reporting & Analysis:
- Generate and analyze workforce management reports, identifying trends, performance gaps, and areas for improvement.
- Provide data-driven insights and actionable recommendations to leadership to enhance performance and operational efficiency.
Process Improvement:
- Continuously evaluate processes and systems, recommending and implementing improvements to enhance team performance, service levels, and customer satisfaction.
- Maintain and refine WFM strategies in alignment with company goals and objectives.
Collaboration & Communication:
- Work closely with cross-functional departments, including operations, HR, and IT, to ensure seamless execution of workforce management processes.
- Act as a liaison between the WFM team and senior management, keeping leadership informed of key performance metrics and operational challenges.