Assistant Manager - Workforce Management (WFM)

About the role

WNS, part of Capgemini, is looking for an Assistant Manager - Workforce Management (WFM) to join its fast-paced BPO environment in Cape Town. The role sits at the heart of the operation, balancing customer demand, employee experience and business performance, and leads a team of Real-Time Analysts (RTAs). The position is full-time and requires onsite work.

Key responsibilities

• Turn forecasts, volume trends, arrival patterns and AHT insights into accurate schedules, and create daily, weekly, fortnightly and monthly rosters aligned with business needs and employee wellbeing.
• Monitor staffing requirements to meet service levels and operational targets, and proactively identify and resolve staffing gaps.
• Ensure shifts comply with company and HR policies, schedule mandatory breaks, lunches and personal time, and allocate time for outbound work, training, coaching and meetings.
• Work with Operations, Training, Quality and HR teams, highlight staffing shortages and recommend overtime solutions, then deliver final schedules to Operations and RTA teams.
• Lead and develop a team of RTAs, drive intraday management, monitor performance trends and act to maximise efficiency and customer experience.

Required profile

• Minimum 3-5 years managing Workforce Management operations in a contact centre or BPO.
• At least 3 years of supervisory or team leadership experience, with a proven ability to coach and develop teams.
• Minimum 5 years of hands-on Real-Time Administration (RTA) and scheduling/short-term planning experience.
• Strong understanding of workforce planning, forecasting, scheduling, capacity planning and intraday management.
• Experience with WFM tools such as Verint, Avaya CMS or similar platforms.
• Matric is essential; 24x7 rotational shifts; primary working site in Newlands.