Workforce Optimization Manager

🚀 We’re Hiring: Workforce Optimisation Manager

📍 Location: Cape Town, Northern Suburbs (On-site)
📅 Department: Workforce Management

Are you a strategic thinker with a passion for data-driven decision-making and operational excellence? Our client is looking for a Workforce Optimisation Manager to lead their Workforce Management (WFM) function across multi-channel contact centre operations.

In this pivotal role, you’ll oversee forecasting, scheduling, real-time management, capacity planning, reporting, and analytics; driving performance and efficiency while aligning workforce strategies with business goals.

What You’ll Be Responsible For:

• Leading the full WFM function: Forecasting, Scheduling, Real-Time Management, Capacity Planning, and Reporting & Analytics
• Designing and implementing workforce strategies to meet SLA’s and business targets
• Driving seat optimisation, cost efficiency, and productivity across voice, chat, email, and back-office channels
• Leading strategic initiatives and continuous improvement projects with measurable impact

What You’ll Bring:

• Bachelor’s degree in Analytics, Statistics, Computer Science, Finance, or related field
• 8-10 years of WFM experience in large-scale, multi-channel contact centres
• Capacity planning expertise and statistical analysis skills
• Solid understanding of labour legislation and MS Office proficiency

Salt is acting as an Employment Agency in relation to this vacancy.