Assistant Vice President-Workforce Management-WFM

5 days ago

South Africa EXL Full time
Description

The WFM AVP is responsible for leading the Workforce Management function across multiple teams, ensuring operational efficiency, SLA adherence, and strategic alignment with business goals. This role provides leadership, mentorship, and subject matter expertise in capacity planning, forecasting, scheduling, and real-time queue management while driving process improvements and fostering a high-performance culture.

Responsibilities

Key Responsibilities:

  • Provide strategic leadership and oversight to the WFM department, including WFM Managers, LAMs/AMs, and senior executives.
  • Ensure all accounts meet SLA targets and operational performance objectives.
  • Act as a key liaison between internal operations, MIS, enabling functions, and external Stateside counterparts.
  • Mentor and coach WFM leaders to improve team performance, engagement, and morale.
  • Develop and maintain staffing plans aligned with operational and financial goals.
  • Oversee process improvement initiatives and drive adoption of best practices in WFM.
  • Analyze KPIs, forecast trends, and recommend strategies to optimize workforce efficiency.
  • Handle escalations, client feedback, and ensure compliance with company policies and regulatory standards.
  • Support the WFM VP in strategic initiatives and act as backup when required.
Qualifications

Qualifications:

  • Bachelor's degree in Business Administration, Operations Management, or related field 
  • Extensive experience in Workforce Management, capacity planning, forecasting, and scheduling.
  • Proven leadership experience managing large teams across multiple accounts.
  • Strong analytical, problem-solving, and decision-making skills.
  • Excellent stakeholder management, communication, and coaching abilities.
  • Experience with WFM systems, performance metrics, and process optimization initiatives.

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

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