Workforce Optimization Manager

About the role

Sanlam Life and Savings is seeking a Workforce Optimization Manager to lead a high‑impact team that supports inbound call centre, email and chat interactions across multiple client‑facing divisions. Reporting to the Director of CX Operations, you will shape workforce planning, staffing frameworks and AI‑driven forecasting to enable scalable client operations.

Key responsibilities

• Lead, coach and develop a team of Workforce Analysts, Resource Planners, Real‑Time Analysts and BI/MI Specialists.
• Design data‑driven staffing plans, headcount models and scenario forecasts for ramp‑up, attrition and seasonal demand.
• Partner with client‑facing teams to identify growth opportunities and model capacity needs for new channels or geographies.
• Own scheduling operations using NICE and other WFM tools, ensuring 24/7 coverage while balancing cost and service levels.
• Oversee real‑time monitoring of volumes, queues and agent performance, making intraday adjustments as required.
• Produce dashboards and reports that translate WFM metrics into actionable insights for operations leaders and clients.

Required profile

• Minimum 6 years of Workforce Management experience in a contact‑centre environment.
• Bachelor’s degree in Business Administration, Computer Science, Statistics or a related field.
• Proven leadership experience managing analysts, planners and BI specialists.
• Demonstrated ability to build staffing plans and headcount business cases with measurable outcomes.
• Experience integrating AI tools to improve forecasting accuracy and automate workflows.

Required skills

• Workforce Management Systems
• Microsoft Excel
• Power BI
• NICE (scheduling platform)
• Verint, Aspect, Genesys
• AI tools for forecasting and automation
• Relational databases and client/server development