Keen

Workforce Manager – WFM

Keen

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇿🇦 South Africa

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Job Level

Mid-LevelSenior

About the role

  • **What You’ll Do**
  • - Develop and implement robust forecasting models and staffing plans that align with business objectives and client expectations
  • - Oversee scheduling for various channels including voice, chat, and email, ensuring optimal coverage and minimizing shrinkage
  • - Monitor real-time performance metrics and quickly realign resources to address inbound volume fluctuations
  • - Collaborate with Operations and Training teams to ensure agent skill sets align with demand
  • - Lead a team of analysts, providing mentorship and support for their career development
  • - Generate and distribute comprehensive performance reports focusing on adherence, occupancy, and utilization metrics
  • - Identify trends and opportunities for process enhancement, implementing solutions to improve efficiencies
  • - Facilitate communication between departments to ensure alignment in operational goals and strategies
  • - Act as the primary point of contact for client inquiries related to Workforce Management
  • - Support any new channel launches or shifts in business strategy with appropriate planning and execution

Requirements

  • **What We’re Looking For**
  • - 5+ years of experience in Workforce Management or related roles in a contact center environment
  • - Demonstrated expertise in forecasting and scheduling principles, with a strong understanding of contact center KPIs
  • - Proficiency with workforce management tools (e.g., NICE, Verint, Genesys) and strong data analysis skills
  • - Flexibility to build complex schedules inside of Google Sheets or Excel
  • - Experience managing teams and a proven track record of developing talent
  • - Excellent communication and interpersonal skills, capable of engaging stakeholders at all levels
  • - Ability to thrive in a fast-paced environment, making informed decisions under pressure
  • - Strong analytical mindset with experience in using data for strategic planning and operational improvement
  • - Bonus: Experience with multi-channel operations and familiarity with emerging technologies in the WFM space
Benefits
  • **What’s In It for You**
  • - Competitive full-time compensation
  • - In-office collaboration with a growing ops and support team in Cape Town
  • - Transport and Medical allowances
  • - High visibility role directly impacting SLA, staffing, and CX performance
  • - Partner with global clients and influence workforce strategy in real time
  • - Birthday leave + professional development budget
  • - Join a global team that values clarity, urgency, and operational excellence
  • Working hours align with U.S. client operations across a 24/7/365 operations.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
forecasting modelsstaffing plansscheduling principlesdata analysisperformance metricsprocess enhancementstrategic planningoperational improvementmulti-channel operationsKPI analysis
Soft skills
mentorshipcommunicationinterpersonal skillsteam managementdecision makingflexibilityanalytical mindsetstakeholder engagementcollaborationcareer development