Workforce Manager (WFM)
Quantanite
Johannesburg, Gauteng
This listing does not state a salary. As a guide, customer service roles in South Africa typically pay R7 000 to R17 000 a month (indicative).
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Job description
Workforce Manager (WFM)
Position Details
Location: Sandton and Rosebank, Johannesburg, South Africa
Reporting to: Senior Director
Hours: 24/7 (Including Public Holidays)
Job Responsibilities
- Develop and implement comprehensive workforce management strategies, including staffing forecasts, capacity planning, and schedule designs to maintain client SLAs and ensure global time-zone coverage.
- Direct strategic space planning and governance, providing data-driven reports regarding space allocation and utilization.
- Oversee all scheduling, shift planning, and resource allocation to ensure adequate coverage across customer support, data services, and back-office operations.
- Monitor and analyze key workforce metrics such as adherence, occupancy, shrinkage, absenteeism, overtime, and utilization to build predictive staffing plans.
- Lead and manage the WFM team, including associates, senior associates, and team leads, by assigning tasks and ensuring the accuracy and timeliness of forecasting and scheduling.
- Collaborate with HR, Operations, Client Services, and Analytics functions to align workforce capacity with demand, hiring plans, and project scaling.
- Provide regular reports to senior leadership regarding workforce status, identified gaps, forecasted needs, and risks associated with staffing levels.
- Establish and maintain workforce management policies, Standard Operating Procedures (SOPs), and relevant documentation.
- Manage escalations related to staffing shortages, urgent shift swaps, and exceptions such as absences or overtime.
- Utilize and implement WFM tools and software to automate and optimize essential workforce processes.
Experience
- Total Experience: Minimum of 5+ years of experience in workforce management.
- Leadership Experience: At least 2 years of experience in a leadership or managerial role.
- Preferred Major: Business Administration or Operational Management is preferred.
What’s In It for You
- Benefits: Health Insurance, Funeral Cover, Group Life Cover and Provident Fund.
- Training: Comprehensive technical and leadership training to support your growth.
- Career Growth: Opportunities for career advancement into broader technical operations or leadership roles.
- Work Environment: A supportive and innovative culture with a focus on teamwork, learning, and continuous improvement.
Other Requirements:
- Must be able to work USA hours and mirror the shifts of the training team and clients.
Found on Indeed · Posted 1 months ago · Last checked 1 months ago
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What does this customer service job pay?
This listing does not state a salary. As a guide, customer service roles in South Africa typically pay R7 000 to R17 000 a month (indicative).
Do I need experience for customer service jobs in Johannesburg?
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Found on Indeed · Posted 1 months ago
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