WFM Assistant Manager

3 days ago

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


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.

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