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.

See also