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Manager, Workforce Management

2 months, 1 week ago
South Africa
Full-time
Mid Level
Operations Manager
Data Science and Analytics
Metabase
Apply Now
Boldr

Boldr

Boldr specializes in building global teams through ethical talent outsourcing, connecting businesses with skilled professionals while prioritizing social sustainability and performance.

Professional Services
251-1K
Founded 2016
View All Jobs 10

Description

  • Lead, coach, and develop a team of Workforce Analysts and Schedulers.
  • Own workforce planning strategy across supported programs, aligning staffing and performance monitoring with operational targets and client expectations.
  • Build and maintain data-driven staffing plans, headcount models, and scenario forecasts for ramp, attrition, seasonality, and new launches.
  • Prepare business cases for headcount needs using historical data, growth projections, and productivity benchmarks.
  • Partner with client-facing teams to identify growth opportunities and support expansion planning for new channels, geographies, or product lines.
  • Own scheduling operations using tools such as Assembled, including schedule creation, maintenance, overtime, leave planning, and shift adjustments.
  • Monitor intraday volumes, queues, agent performance, adherence, and service levels, and make real-time coverage adjustments as needed.
  • Interpret and report WFM metrics through dashboards and standardized reporting, including occupancy, shrinkage, utilization, SLA attainment, and adherence.
  • Identify workforce risks and lead continuous improvement initiatives to improve forecasting accuracy, scheduling efficiency, and workforce optimization.
  • Collaborate with operations, QA, Technical Services, Implementations, and data/analytics teams to support the scaling of workforce management practices.

Requirements

  • Bachelor’s degree in Business, Statistics, Operations Management, or a related field is preferred.
  • 4–6 years of Workforce Management experience in a BPO/contact center environment.
  • At least 2 years of experience in a supervisory or managerial role.
  • Proficiency with WFM tools such as Verint, NICE, Aspect, Genesys, or equivalent.
  • Advanced Microsoft Excel skills.
  • Proven experience building staffing plans and headcount business cases with measurable outcomes.
  • Hands-on experience with scheduling platforms; experience with Assembled is a strong plus.
  • Proficiency with Metabase or similar BI/reporting tools.
  • Demonstrated ability to use AI tools such as ChatGPT, Claude, or Copilot to accelerate analysis, automate workflows, or build models.
  • Strong communication skills and the ability to present workforce data and recommendations to operations teams and client stakeholders.
  • Experience leading or mentoring workforce analysts, schedulers, or WFM specialists.
  • Comfort working across multiple client programs in a fast-paced, ambiguous environment.
  • Experience in a BPO or outsourced CX setting supporting multiple client accounts is preferred.
  • Familiarity with Erlang C modeling or other contact center forecasting methodologies is preferred.
  • Exposure to implementation or onboarding workflows where WFM inputs are needed early in the client lifecycle is preferred.
  • Experience building WFM functions from scratch or in a startup or scale-up environment is preferred.

Interested in this position?

Apply directly on the company website

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