Assistant Manager - WFM Planner

About the role

The Assistant Manager – WFM Planner is responsible for resource planning and capacity management to ensure the right number of agents are available to meet forecasted call volumes and service level targets. The role works within a larger Workforce Management (WFM) team, aligning daily activities with the overall WFM strategy.

Key responsibilities

• Develop and maintain short‑ and long‑term forecast and capacity plans, ensuring sufficient staff during peak periods.
• Review and analyse monthly, quarterly and yearly contact‑center performance reports for internal and external stakeholders.
• Design and deliver projects that improve campaign performance.
• Create a yearly risk calendar and provide optimal forecasting, scheduling and new strategic opportunities.
• Ensure staff is scheduled per interval to meet productive‑hour targets and analyse historical call trends to identify operational improvements.
• Produce optimized schedules that meet contracted SLA’s and communicate potential risks.
• Present scheduling scenarios to operations leadership, highlighting risks and benefits.
• Track plan variance, monitor agent productive hours and manage planned shrinkage.
• Oversee real‑time analysts to meet client and internal expectations.

Required profile

• Matric / Grade 12 (or equivalent) with a relevant BA/BS degree preferred (economics, statistics, business, etc.).
• Minimum 3 years experience in a WFM team and at least 1 year planning experience using Aspect systems.
• Experience managing client relationships and ability to travel across multiple sites, including evening and rotational shifts.

Required skills

• Aspect workforce‑management system.
• Microsoft Excel and Access (advanced formula and database use).
• Automatic Call Distribution (ACD) technology.
• Forecasting and scheduling software.
• Advanced Microsoft Office (Word, PowerPoint, Outlook).