Job Description
Do you love puzzles, planning, problem-solving, and making sure the right people are in the right place at the right time? Are spreadsheets your superpower and forecasting your love language? If so, we have the perfect opportunity for you!
We're on the hunt for an energetic and detail-driven Assistant Manager - Workforce Management (WFM) to join our fast-paced BPO environment. This is your chance to be at the heart of the operation, balancing customer demand, employee experience and business performance while leading a team of Real-Time Analysts (RTAs) to success.
As our WFM superhero, you'll turn forecasts into action, schedules into success and data into decisions that keep our operation running like a well-oiled machine.
What You'll Be Responsible For:
Planning & Scheduling Excellence
- Transform forecasts, volume trends, arrival patterns and AHT insights into accurate and effective schedules.
- Create daily, weekly, fortnightly and monthly rosters that keep our operation performing at its best.
- Ensure schedules align with business requirements while maintaining employee wellbeing.
Service Level Management
- Monitor staffing requirements to ensure service levels and operational targets are consistently achieved.
- Identify staffing gaps before they become challenges and proactively recommend solutions.
Workforce Optimization
- Ensure shifts comply with company and HR policies.
- Schedule mandatory breaks, lunches and personal time to support employee wellbeing.
- Allocate time for outbound activities, offline work, training, coaching and meetings.
- Incorporate planned leave while allowing for unexpected absences through smart workforce planning.
Operational Partnership
- Work closely with Operations, Training, Quality and HR teams to ensure workforce plans support business needs.
- Highlight potential staffing shortages and recommend overtime solutions when required.
- Deliver final schedules to Operations and RTA teams for execution.
Intraday Leadership
- Lead and develop a team of RTAs.
- Drive intraday management, ensuring resources are optimally deployed throughout the day.
- Monitor performance trends and take action to maximise efficiency and customer experience.
What Makes You a Great Fit?
You're someone who:
- Loves working with data and turning insights into action.
- Thrives in a fast-paced, ever-changing contact centre environment.
- Can spot trends, solve problems and make decisions quickly.
- Has strong stakeholder management and communication skills.
- Balances operational requirements with employee experience.
- Enjoys coaching, developing and leading a team.
- Is highly organised, detail-oriented and proactive.
- Takes ownership and always looks for ways to improve processes.
Why You'll Love This Role
This isn't just about schedules and spreadsheets. It's about being the strategic engine behind a successful operation. You'll have the opportunity to influence business performance, collaborate with multiple departments, develop future talent and play a critical role in delivering exceptional customer experiences every day.
Qualifications
- Minimum 3-5 year's experience managing Workforce Management operations within a contact centre or BPO environment.
- At least 3 years' supervisory or team leadership experience, with a proven ability to coach and develop teams.
- Minimum 5 years' hands-on experience in Real-Time Administration (RTA) and Scheduling/Short-Term Planning.
- Strong understanding of workforce planning principles, forecasting, scheduling, capacity planning and intraday management.
- Experience working with industry-leading WFM tools such as Verint, Avaya CMS, or similar workforce management platforms.
- Advanced analytical and problem-solving skills with the ability to turn data into actionable insights.
- Excellent communication and stakeholder management skills.
- Ability to thrive in a fast-paced, target-driven environment while managing competing priorities.
- Comfortable working collaboratively across Operations, Training, Quality and Support functions.
- Must be willing and able to work onsite.
- Matric is essential.
Additional Information
- 24x7 rotational shifts
- Primary working site is in Newlands
Company Description
WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS’ core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.