Workforce Manager (WFM)

Quantanite

Johannesburg, Gauteng

Salary not listedFull-time · Posted 2 days ago

Customer service roles in retail, banking and BPO reward strong communicators and are a common entry point for matriculants.

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).

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.

Apply on Indeed Share

Good to know

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?

Many customer service roles in Johannesburg are open to candidates with little or no experience. Read the listing for its exact requirements.

How do I apply for this job?

Tap "Apply on Indeed" to open the original listing, where you can read the full description and apply directly. JobsZA never charges you to apply, and you should never pay money to get a job.

Found on Indeed · Posted 2 days ago