ZAF WFM Manager 1095

Overview The Workforce Management (WFM) Manager is responsible for overseeing the efficient and effective management of workforce planning, real-time operations, and management of information processes within Teleperformance SA. This role ensures that operational demands are met by accurately forecasting workforce needs, optimizing schedules, and managing resources to achieve key performance indicators (KPIs). By collaborating with multiple departments, the WFM Manager contributes to the success of operations, ensuring seamless delivery and alignment with business objectives while maintaining employee satisfaction and compliance with labor laws. Qualifications Qualifications and Experience 6+ years of experience in workforce management, with at least 3 years in a leadership role. Proven track record of working with multi-skilled, multi-site, virtual customer centers. Experience in managing outsourcers and collaborating with departmental stakeholders. Advanced understanding of labor laws and workforce management compliance. FTE sizing and budget management experience. Proficient in Microsoft Office Suite, particularly Word, PowerPoint, and Outlook. Expertise in WFM tools (e.g., IEX, Verint, Genesys) and advanced Excel skills. Strong understanding of ACD telephony systems and workforce planning practices Proven experience in coaching and managing WFM teams. Ability to build strong, collaborative teams and motivate staff effectively. Advanced analytical skills to interpret compl