Workforce Manager

Workforce Management (WFM) Manager

About the Role

We’re looking for a strong Workforce Management (WFM) Manager to take ownership of the full planning cycle — from forecasting and scheduling to real-time performance and reporting.

You will lead a team of Schedulers and RTAs, ensuring optimal headcount planning, cost efficiency, and consistent delivery against operational and contractual targets.

This is a high-impact, data-driven role requiring strong leadership, analytical thinking, and the ability to influence operations.

What You’ll Be Responsible For

People Management • Lead, coach and develop a team of Schedulers and RTAs • Drive performance and immediately address outliers • Ensure clear, accurate and timely communication across teams

Workforce Planning • Forecast volumes, AHT and shrinkage to determine headcount • Oversee scheduling to align with operational demand • Manage real-time adherence and performance • Analyse trends and implement corrective actions • Optimise staffing to balance cost vs service delivery

Reporting & Optimisation • Deliver accurate WFM reporting to stakeholders • Improve forecasting accuracy and planning processes • Collaborate with internal and client stakeholders on WFM strategy

Minimum Requirements • Matric / Grade 12 • 2+ years WFM experience (including people management) • Strong Excel (intermediate) • Experience in forecasting, scheduling, and real-time management

What We’re Looking For • Strong analytical and problem-solving ability • High attention to detail • Confident communicator (written & verbal) • Strong planning and organising skills • Ability to operate in a fast-paced, target-driven environment