TP

Assistant Manager, Workforce Management

TP

full-time

Posted on:

Origin:  • 🇿🇦 South Africa

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Job Level

Mid-LevelSenior

About the role

  • Lead, mentor, and support a team of WFM analysts to ensure optimal performance and high service delivery standards
  • Conduct regular performance reviews and provide constructive feedback
  • Oversee creation of staffing forecasts based on historical data, business trends, and seasonal demands
  • Ensure effective scheduling of resources balancing client needs with operational efficiency
  • Monitor real-time data and adjust schedules to maintain service levels
  • Collaborate with operations teams to manage breaks, shift changes, and absence coverage
  • Generate and analyze workforce management reports and provide actionable recommendations
  • Continuously evaluate processes and systems to recommend and implement improvements
  • Act as liaison between WFM team and senior management, keeping leadership informed of key metrics

Requirements

  • Matric equivalent qualification (essential)
  • 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
  • Strong leadership and team development skills
  • In-depth knowledge of workforce management processes (forecasting, scheduling, real-time management)
  • Ability to generate and analyze WFM reports and provide data-driven insights
  • Process improvement and change management capabilities
  • Strong collaboration and communication skills to work with operations, HR, and IT