Overview

WFM Manager Jobs in City of Cape Town, Western Cape, South Africa at IGT Solutions

Title: WFM Manager

Company: IGT Solutions

Location: City of Cape Town, Western Cape, South Africa

At IGT Solutions, we deliver innovative, customer-centric digital solutions to a variety of global clients, including aviation, fintech, and customer experience campaigns. Our contact centres operate 24/7, handling high-volume operations with a focus on excellence, efficiency, and engagement.

Role Overview

The WFM Manager will lead the Workforce Management function, ensuring optimal staffing, forecasting, scheduling, and real-time adherence across multiple BPO campaigns. You will be the strategic partner to Operations, driving performance, efficiency, and service level excellence. This role demands analytical thinking, business acumen, and strong leadership to manage the WFM team and collaborate across departments.

Key Responsibilities

1. Forecasting & Scheduling

  • Develop accurate short-term and long-term forecasts for all campaigns based on historical data, trends, and client SLAs.
  • Create and manage efficient schedules that meet staffing requirements, service levels, and adherence goals.
  • Implement flexible staffing models to accommodate fluctuations in volume and business needs.

2. Real-Time Management & Adherence

  • Monitor live operations, ensuring schedules are adhered to and making adjustments as required.
  • Identify and resolve capacity or operational challenges in real-time.
  • Collaborate with Operations to manage shrinkage, absenteeism, and overtime efficiently.

3. Reporting & Analytics

  • Deliver detailed WFM reports, including forecast accuracy, adherence, occupancy, and SLA achievement.
  • Provide actionable insights and recommendations to Operations and Leadership teams.
  • Maintain dashboards for continuous monitoring of KPIs, trends, and forecasting accuracy.

4. Team Leadership & Development

  • Lead, mentor, and develop the WFM team, fostering a culture of accuracy, accountability, and innovation.
  • Promote continuous learning and knowledge sharing within the WFM function.
  • Set clear goals, performance expectations, and regularly review team outcomes.

5. Process Improvement & Strategy

  • Identify opportunities for process automation, optimization, and efficiency improvements.
  • Partner with technology and operations teams to implement WFM tools and solutions.
  • Stay abreast of industry best practices and recommend enhancements to WFM processes.

6. Stakeholder Management

  • Act as the primary WFM liaison to Operations, HR, and client teams.
  • Communicate staffing strategies, changes, and insights effectively to stakeholders.
  • Ensure alignment of WFM strategy with business objectives and client expectations.

Qualifications & Experience

  • Bachelor’s degree in Business, Statistics, Mathematics, or a related field (or equivalent experience).
  • Minimum 5–7 years of WFM experience in a BPO contact centre environment.
  • Proven experience managing a WFM team, with strong leadership and coaching skills.
  • Expertise in forecasting, scheduling, capacity planning, and real-time adherence.
  • Strong analytical, reporting, and problem-solving capabilities.
  • Proficiency in WFM tools (e.g., NICE, Verint, Teleopti, or similar) and MS Excel.
  • Excellent communication, interpersonal, and stakeholder management skills.

Competencies & Personal Attributes

  • Strategic thinker with a strong business acumen.
  • Detail-oriented and data-driven decision maker.
  • Ability to thrive in a fast-paced, dynamic, and 24/7 operational environment.
  • Influential and collaborative, able to drive alignment across multiple teams.
  • Proactive, adaptable, and solution-focused mindset.

Why Join IGT Solutions?

  • Be part of a dynamic, high-growth BPO contact centre environment.
  • Work with global clients across aviation, fintech, and customer experience.
  • Lead a passionate team while influencing operational excellence.
  • Competitive salary and benefits package.

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, colour, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds

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