Workforce Management Assistant Manager

Overview

The Workforce Management (WFM) Assistant Manager is responsible for supporting the effective day-to-day management of workforce planning, real-time operations, and management information processes within Teleperformance SA. This role plays a key part in ensuring operational demands are met through accurate forecasting, efficient scheduling, and proactive real-time management.

Working closely with the WFM Manager and operational stakeholders, the WFM Assistant Manager contributes to achieving key performance indicators (KPIs), improving operational efficiency, and maintaining high service delivery standards. The role also focuses on team leadership, continuous improvement, and data-driven decision-making while ensuring alignment with business objectives.

Qualifications

• Matric or equivalent qualification (essential).
• Minimum of 3–5 years’ experience in Workforce Management or a related operational role.
• At least 2–3 years’ experience in a leadership capacity as a WFM Lead, Assistant Manager, or similar role.
• BPO / contact center experience would be advantageous.
• Strong working knowledge of WFM tools and systems (e.g. NICE, Verint, or similar platforms).
• Proficiency in forecasting, reporting, and workforce analytics.
• Strong analytical and problem-solving skills with the ability to interpret complex data and identify trends.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Demonstrated leadership capability with experience driving team performance and engagement.
• Excellent communication, interpersonal, and stakeholder management skills.
• Highly organized, adaptable, and resilient, with a strong customer-focused mindset.

Responsibilities

Workforce Planning and Forecasting

• Support and oversee the creation of accurate staffing forecasts using historical data, business trends, and seasonal demand patterns.
• Ensure effective workforce schedules are developed to balance operational requirements, service levels, and employee availability.
• Assist with resource planning and build plans to meet short- and medium-term operational needs.

Real-Time Management

• Monitor operational performance in real time and adjust staffing plans as required to maintain service levels.
• Partner with Operations teams to manage intraday challenges, including break adherence, shift changes, and absence coverage.
• Proactively identify and mitigate risks that may impact service delivery.

Data Analysis and Reporting

• Generate and analyse workforce management reports, including service levels, productivity, and utilisation metrics.
• Identify trends, performance gaps, and opportunities for improvement through data analysis.
• Provide clear, actionable insights and recommendations to the WFM Manager and senior stakeholders.

Team Leadership and Development

• Lead, mentor, and support a team of WFM Analysts to ensure high performance and consistent service delivery.
• Conduct regular performance reviews, provide coaching and feedback, and promote continuous learning and development.
• Foster a positive, collaborative, and high-performance team culture.

Process Optimisation and Continuous Improvement

• Review existing WFM processes and systems to identify opportunities for improvement and increased efficiency.
• Support the implementation of process enhancements aligned to business goals and operational best practice.
• Maintain and refine workforce management strategies to improve service levels and customer satisfaction.

Collaboration and Stakeholder Engagement

• Work closely with cross-functional teams including Operations, HR, and IT to ensure seamless workforce management execution.

Act as a key point of contact between the WFM team and leadership, providing regular updates on performance, risks, and operational challenges