WFM Assistant Manager

We are seeking a highly motivated and experienced WFM (Workforce Management) Assistant Manager to join our dynamic team. In this role, you will be responsible for managing and optimizing the day-to-day operations of the Workforce Management team. Strong leadership, in-depth knowledge of workforce management processes, and the ability to drive operational efficiency and performance are key to success in this role. QUALIFICATIONS Education & Specific Training • Matric equivalent qualification (essential). Work Experience • 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. RESPONSIBILITIES Team Leadership & Development: • Lead, mentor, and support a team of WFM analysts to ensure optimal performance and high service delivery standards. • Conduct regular performance reviews, provide constructive feedback, and foster continuous learning and development within the team. Forecasting & Scheduling: • Oversee the creation of accurate staffing forecasts based on historical data, business trends, and seasonal demands. • Ensure effective scheduling of resources that balance client needs with operational efficiency. Real-Time Management: • Monitor real-time data, adjusting schedules as necessary to maintain service levels. • Collaborate with operations teams to manage break schedules, shift changes, and absence coverage to minimize disruptions. Reporting & Analysis: • Generate and analyze workforce management reports, identifying trends, performance gaps, and areas for improvement. • Provide data-driven insights and actionable recommendations to leadership to enhance performance and operational efficiency. Process Improvement: • Continuously evaluate processes and systems, recommending and implementing improvements to enhance team performance, service levels, and customer satisfaction. • Maintain and refine WFM strategies in alignment with company goals and objectives. Collaboration & Communication: • Work closely with cross-functional departments, including operations, HR, and IT, to ensure seamless execution of workforce management processes. • Act as a liaison between the WFM team and senior management, keeping leadership informed of key performance metrics and operational challenges.