Workforce Manager (WFM) - Cape Town
EXL · Cape Town, Western Cape
Overview
EXL is hiring a Workforce Manager in Cape Town to lead a team of WFM specialists. You will drive forecasting, capacity planning, scheduling and real time adherence to keep service levels on track across accounts. This is a full time role for someone with solid WFM experience who enjoys solving staffing puzzles and working in a fast paced, shifting environment. Please note the role requires working US hours with shifts between 1pm and 12am, including weekends when needed.
About the role
As a Workforce Manager at EXL in Cape Town, you will be the go to person for all workforce management matters across the accounts you support. Your main focus will be making sure the right number of people are in the right place at the right time, without losing sight of cost and performance.
- Build month wise, day wise and interval wise forecasts that factor in historical trends, special events, seasonality, growth and weather.
- Run short term forecasts and adjust future volume projections to keep staffing optimal.
- Create and maintain the capacity plan, covering staffing, seats and logistics.
- Generate and review schedules that meet business needs and support great customer service.
- Lead and supervise a team of workforce management specialists, making sure SLAs are met across accounts.
- Act as the main point of contact for WFM concerns and drive client satisfaction through smart staffing, scheduling and real time adherence solutions.
- Protect company assets by following the principles of the Quality Information Security Management System.
Please note: This role requires you to work US hours, with shifts between 1pm and 12am, and to be flexible with shift schedules and weekends. In line with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups and in line with EXL's EE targets.
Requirements
- Matric or Grade 12
- Must be able to work US hours with shifts between 1pm and 12am
- Minimum of 5 years experience in workforce management
- Excellent skills in forecasting, scheduling and real time time management
- Strong organizational skills to meet critical timelines
- Accuracy and strong attention to detail
- Strong presentation skills
- Detail oriented with the ability to deliver project deliverables with little supervision
- Excellent written, verbal and email skills, with the ability to interface effectively at various levels
- Ability to prioritize workload in a fast paced, real time and frequently changing environment
- Analytical, organizational, problem solving and creative thinking skills
- Positive attitude to change and willingness to embrace new practices
- Flexible and willing to work shift schedules and weekends
Responsibilities
- Generate month wise, day wise and interval wise forecasts using historical trends and other factors such as special events, seasonality, growth and weather
- Run short term forecasts and reforecast or adjust future volume projections to keep staffing optimal at all times
- Create, maintain and update the capacity plan, ensuring staffing, seat and logistics requirements are delivered while balancing cost and performance
- Generate and review schedules that meet business requirements and enable superior customer service
- Provide leadership and supervision to a highly engaged and self-sufficient team of workforce management specialists, ensuring SLAs are met across accounts
- Drive high client satisfaction by managing service level situations and providing staffing, scheduling and real time adherence solutions
- Serve as the main point of contact for all WFM concerns
- Protect the organization's assets by upholding the principles of the Quality Information Security Management System
- Develop strategies, manage resources, lead team meetings and monitor performance metrics
Job details
- Organisation
- EXL
- Location
- Cape Town, Western Cape
- Job type
- Full time
- Experience level
- Mid (5+ years)
- Education
- Matric
- Category
- Customer Service
- Application Method
- Apply online
Success Guide
This Workforce Manager role at EXL is a great fit if you already have a few years of WFM experience and enjoy the mix of numbers and people leadership. Before you apply, make sure your CV clearly shows your forecasting, scheduling and capacity planning work, and mention the tools you have used. Be ready to talk through a real example of how you improved staffing or service levels in a previous role.
The big thing to note is the US hours: shifts run between 1pm and 12am, so think honestly about whether that suits your lifestyle. If it does, highlight your flexibility and any experience working with international clients or night shifts. Also show that you can lead a team and keep calm when volumes change quickly.
EXL is a global company and this is a strong step for your career in workforce management, so tailor your application to show why you are ready for the responsibility.
How we help you prepare
This employer takes applications on their own website, so you'll submit this one yourself — but SPAAN NOW gets everything ready for you first. Here's how it works:
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