Job Description

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.