Wfm Assistant Manager

2 weeks ago

Cape Town, South Africa Teleperformance Full time

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._

  • Wfm Assistant Manager

    4 weeks ago

    Cape Town, South Africa Tp Full time

    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...

  • WFM Assistant Manager

    3 days ago

    Cape Town, Western Cape, South Africa Teleperformance Full time R600 000 - R1 200 000 per year

    OverviewWe 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...

  • Assistant Wfm Manager

    2 weeks ago

    Cape Town, South Africa IGT Solutions Full time

    **Position : Assistant Manager Real Time Analyst (WFM)** **Location: Cape Town** Main Responsibilities Creation & management of schedules for different projects to ensure that we have the right resources at the right times for optimal delivery of customer experience Real-time monitoring & reporting of Schedule deviations like breaks, absenteeism, late...

  • 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...

  • Assistant Vice President

    2 weeks ago

    Cape Town, South Africa EXL Service Full time

    Job Description: Oversee/reviews the long term and short-term forecasts, schedules, and reports to ensure accuracy and timelines of delivery - Ensures workforce management process and procedures are in place and followed - Conducts performance appraisals of direct reports periodically - Monitors daily, weekly, monthly and the annual center performance and...

  • Wfm Planning Manager

    3 days ago

    Cape Town, South Africa Teleperformance South Africa Full time

    **Job description** **Title**: Planning Manager **Department**:WFM **Reports to**: WFM Director **Location**: SA **Contract Type**: Permanent **Grade**:Manager **Job Overview** - the day to day delivery of accurate Contact Forecasting, FTE Requirements and Scheduling short, mid and long range - leading a team of analysts - independent management of...

  • WFM Manager

    4 days ago

    Cape Town, South Africa Teleperformance Full time

    Overview As a Workforce Management (WFM) Manager, your primary responsibility is to ensure the efficient and effective management of accounts and its workforce. This includes overseeing Planning, Real Time Management and Management information resource and processes, scheduling and allocation of resources, ensuring adequate staffing levels to meet...

  • Wfm Manager

    2 weeks ago

    Cape Town, South Africa Teleperformance Full time

    Overview: - As a Workforce Management (WFM) Manager, your primary responsibility is to ensure the efficient and effective management of accounts and its workforce. This includes overseeing Planning, Real Time Management and Management information resource and processes, scheduling and allocation of resources, ensuring adequate staffing levels to meet...

  • WFM Manager

    2 days ago

    Cape Town, South Africa Teleperformance Full time

    Overview As a Workforce Management (WFM) Manager, your primary responsibility is to ensure the efficient and effective management of accounts and its workforce. This includes overseeing Planning, Real Time Management and Management information resource and processes, scheduling and allocation of resources, ensuring adequate staffing levels to meet...

  • Wfm - Rta

    2 weeks ago

    Cape Town, South Africa Tech Mahindra Full time

    **Job title: WFM - RTA** **Department - Workforce Management** **Reports to - Assistant Manager / Manager - WFM** **Job Purpose** RTA - Responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer forecasted volume of contacts at the desired service level. Will be...