We’re looking for a strong Workforce Management (WFM) Manager to take ownership of the full planning cycle — from forecasting and scheduling to real-time performance and reporting. You will lead a team of Schedulers and RTAs, ensuring optimal headcount planning, cost efficiency, and consistent delivery against operational and contractual targets. This is a high-impact, data-driven role requiring strong leadership, analytical thinking, and the ability to influence operations. What You’ll Be Responsible For People Management Lead, coach and develop a team of Schedulers and RTAs Drive performance and immediately address outliers Ensure clear, accurate and timely communication across teams Workforce Planning Forecast volumes, AHT and shrinkage to determine headcount Oversee scheduling to align with operational demand Manage real-time adherence and performance Analyse trends and implement corrective actions Optimise staffing to balance cost vs service delivery Deliver accurate WFM reporting to stakeholders Improve forecasting accuracy and planning processes Collaborate with internal and client stakeholders on WFM strategy Qualifications Matric / Grade 12 2+ years WFM experience (including people management) Strong Excel (intermediate) Experience in forecasting, scheduling, and real-time management What We’re Looking For Strong analytical and problem-solving ability High attention to detail Strong planning and organising skills Ability to operate in a fast-paced, target-driven environment #J-18808-Ljbffr