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Head of Workforce Management

2 weeks ago

Cape Town, Western Cape, South Africa EXL Full time R1 800 000 - R2 500 000 per year

We're Hiring: Assistant Vice President – Workforce Management for our BPM

Location: Cape Town

Department: Workforce Management

Reports to: VP – WFM

Are you a strategic leader with a passion for people, performance, and process excellence? Join our dynamic team as Assistant Vice President – Workforce Management, where you'll drive operational success through expert coaching, data-driven decision-making, and a high-performing WFM team.

What You'll Do

As the AVP of Workforce Management, you'll be the driving force behind our WFM strategy and execution. You'll lead, coach, and mentor WFM Managers and teams to deliver exceptional service levels and operational efficiency across all accounts.

Key Responsibilities:

  • Lead and manage the WFM team to deliver accurate forecasting, scheduling, and real-time queue management.
  • Ensure SLA adherence across supported accounts.
  • Act as a strategic backup to the VP of WFM.
  • Provide ongoing coaching and performance feedback to WFM Managers and staff.
  • Champion process improvement initiatives and drive operational excellence.
  • Collaborate cross-functionally with Operations, MIS, and Enabling Functions.
  • Maintain updated staffing plans and ensure alignment with business goals.
  • Monitor team morale and foster a culture of engagement, accountability, and teamwork.
  • Handle internal client feedback and escalations with professionalism.
  • Conduct monthly performance reviews and drive KPI improvements.

What You Bring

  • Proven leadership experience in Workforce Management within a call centre or BPO environment.
  • Deep expertise in capacity planning, forecasting, scheduling, and real-time management.
  • Strong coaching and mentoring skills with a passion for team development.
  • Analytical mindset with the ability to interpret performance metrics and drive results.
  • Excellent communication and stakeholder management skills.
  • A collaborative spirit and a commitment to continuous improvement.

In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets