WFM Planning & Scheduling Manager
Job Title:
WFM Planning & Scheduling ManagerJob Description
Location - Cape Town
Are you ready to make an impact in the world of Workforce Management? We are seeking a dynamic WFM Manager to enhance CRM contact performance and elevate WFM process maturity at our Cape Town location.
In this role, you will implement and maintain best practices across various accounts, working closely with our Geo Leader.
You’ll thrive in a multi-skill, multimedia environment, moving across diverse industry verticals and WFM platforms. Building strong relationships with internal cross-functional teams and client partners is essential as you balance the needs of clients, the business, and our agents. Your expertise will drive continual improvement and adaptation, ensuring optimal WFM practices.
Whatyou’llbe doing:
Set strategic direction andmanagesoverall delivery of forecasting, scheduling, and operational metrics of the accounts within the location.
Work with key stakeholders to ensure WFM initiative and priorities are aligned and delivered to meet contractual requirements.
Work with the onsite and offshore WFM team to provide forecasting and scheduling requirements for each account.
Responsible for driving achievement of resource planning metrics.
Brief management on status of WFM functions and metrics.
Coordinates with Operations (Team Leaders, Operational Managers, DPE) and Clients ensure WFM processes and practices are in place and properly executed.
Determinepolicies and procedures.
Identifyandleveragebest practices,
Ensure effective use of resources and automated systems.
Implements productivity and revenue increase by driving efficiency and other related initiatives.
Act asescalationpoint to address and resolve WFM support matters for theprogramme.
Manage and ensure delivery of the executions of WFM plans, ensuring the onsite and offshore team is meeting deliverables and deadlines.
Manage the ongoing development of the onsite WFM Teams (Employee satisfaction, upskilling).
WhatYou’llneed:
Bachelor's Degree in related field from a four-year college or university with 5+ Years of Experience (with at least 2 - 4 years of Progressive Mgmt. Experience)
At least 5 years WFM practical experience in Forecast and capacity Planning methodsand demonstratea clear understanding and first-hand experience of workforce management principles and processes
WFMReportingand Knowledge of reportingtoolsand processes
Prior experience of B2B and client level communicationswith Strong stakeholder engagement
Demonstrates knowledge and experience of WFM Applications (in particular IEX) NICE IEX Total view preferred/ Callcentretools / ACD Switch
MS Office: Advanced Excel, experiences using other MS applications
Prior experience in a management / supervisory capacity
If you’re passionate about delivering results and fostering collaboration, we want to hear from you!
About Concentrix
Concentrix is a global leader in customer experience solutions and technology, serving some of the world’s best brands. We specialize in crafting engaging experiences and driving digital transformation to deliver exceptional results for our clients. With a presence in multiple countries, our diverse and talented team is dedicated to innovation, growth, and delivering high-quality services.
Concentrix is an equal opportunity employer.
Concentrix is a Disability Confident and equal opportunity employer. Concentrix evaluates qualified applicants without regard to race,colour, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disabilitystatusor any other legally protected characteristic.
As part of our commitment to the Employment Equity Act and Concentrix South Africa’s Employment Equity Plan, preference will be given to candidates from designated groups in alignment with the Company’s EE Sectoral Targets and Affirmative Action measures. This approach supports our goal of promoting fair representation and diversity within the workplace.
Location:
ZAF Cape Town - 18 Main Rd, Claremont, Cape Town, 7708Language Requirements:
Time Type:
Full time