Assistant Manager-Workforce Management-WFM

2 weeks ago

Cape Town, South Africa EXL South Africa Full time

Job title: Assistant Manager-Workforce Management-WFM Job Location: Western Cape, Cape Town Deadline: December 13, 2025 Quick Recommended Links Jobs by Location Job by Industries Job Description Responsible for managing staffing models, creating schedules, and optimizing workforce planning to meet service levels and operational efficiency. Responsibilities Manage the scheduling process of the program, including creation of agent schedules and IDPs. Adjust schedules as necessary to meet operational needs. Manage employee information changes within the Workforce Management system. Communicate effectively with internal and external customers. Balance staffing requirements with operational efficiency and financial goals. Plot mid-term to long-term staffing plans, including recommendations for new hire classes. Review Volume, AHT, Shrinkage, and Occupancy assumptions and incorporate into staff plans. Maintain staff plans with capacity and working assumptions approved by operations. Recommend scheduling movements for optimal staffing. Qualifications General Skills Ability to prioritize workload, meet deadlines, and handle multiple tasks with attention to detail. Strong critical thinking, problem-solving, and interpersonal skills. Ability to give and receive feedback effectively. Works independently with minimal supervision. Strong arithmetic, analytical, and problem-solving skills. Adaptable and able to multitask in a dynamic environment. Excellent verbal, written, and comprehension skills. Technical Skills Highly proficient in Microsoft Excel. Ability to scrub, dissect, and shape data; create customized reports. Knowledge of WFM systems such as eWFM, Genesys, or similar. Able to create staffing forecasts, schedules, and IDPs; run scenarios inside a WFM tool. Work Experience Minimum 2 years hands‑on experience in WFM within an inbound voice call center. At least 1 year of scheduling experience using tools such as eWFM, Blue Pumpkin / Impact 360, IEX, or similar. #J-18808-Ljbffr

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