Workforce Manager (WFM)

 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.