Workforce Management (WFM) Manager

Boomerang BPO is looking for an experienced and commercially
minded Workforce Management (WFM) Manager to lead our Workforce
Management function across multiple client programmes.

The successful candidate will be responsible for
forecasting, capacity planning, scheduling and real-time workforce management,
ensuring that our operational teams are appropriately resourced to meet client
expectations, achieve contractual Service Level Agreements (SLAs) and maintain
operational efficiency.

This role requires a strong understanding of contact centre
operations, workforce optimisation, financial performance and the ability to
lead a high-performing WFM team in a fast-paced BPO environment.

Key Responsibilities

1. Workforce Planning & Forecasting

- Develop
and manage long-term, medium-term and short-term workforce forecasts
across multiple client campaigns.
- Lead
capacity planning to ensure appropriate staffing levels in line with
client demand and operational requirements.
- Forecast
staffing requirements, taking into consideration attrition, absenteeism,
shrinkage and training requirements.
- Develop
recruitment and training forecasts to support operational growth and
business requirements.
- Identify
potential staffing gaps and proactively recommend solutions.

2. Scheduling & Real-Time Management

- Oversee
workforce scheduling to ensure optimal resource allocation across
different client programmes and time zones.
- Manage
real-time adherence, schedule compliance and intraday adjustments.
- Ensure
effective coverage across UK, European and US operating hours where
applicable.
- Monitor
service levels, occupancy, attendance and schedule adherence.
- Identify
and address operational inefficiencies, including overtime and
underutilisation.

3. Team Leadership & Development

- Lead,
manage and develop a high-performing WFM team, including Forecasters,
Schedulers and Real-Time Analysts (RTAs).
- Establish
clear performance expectations, KPIs and accountability within the
department.
- Drive
continuous improvement, standardisation and best practices across
workforce management processes.
- Build
a culture of accountability, collaboration and data-driven
decision-making.

4. Reporting & Performance Management

- Develop
and maintain accurate workforce management reports, forecasts and
dashboards.
- Monitor
key operational metrics, including service levels, Average Speed of Answer
(ASA), occupancy, shrinkage and schedule adherence.
- Provide
regular workforce performance insights and capacity recommendations to
senior management and clients.
- Identify
service delivery risks and recommend corrective actions.
- Support
client business reviews with accurate workforce data and operational
insights.

5. Commercial & Financial Management

- Ensure
workforce planning supports contractual SLAs while protecting operational
profitability and margins.
- Monitor
billable FTE requirements against actual staffing levels.
- Identify
opportunities to improve utilisation, control overtime and reduce
unnecessary operational costs.
- Support
new client onboarding, workforce solution design, staffing models and
capacity planning.
- Provide
workforce inputs into pricing, resource requirements and operational
ramp-up plans.

6. Technology, Automation & Continuous Improvement

- Manage
and optimise WFM systems and workforce management tools.
- Identify
opportunities to automate forecasting, scheduling and reporting processes.
- Evaluate
the workforce impact of AI, automation, chatbots and agent-assist
technologies.
- Drive
process improvements to improve efficiency, forecasting accuracy and
workforce utilisation.
- Support
WFM system implementations, upgrades and migrations where required.

Requirements

- Minimum
7 years' experience in Workforce Management within a contact centre or BPO
environment.
- At
least 2 years' experience managing a WFM team, including Forecasters,
Schedulers and RTAs.
- Proven
experience supporting contact centre operations with 300+ seats.
- Experience
managing multiple client programmes with different service levels,
operational requirements and contractual models.
- Previous
experience supporting international clients, particularly UK, European
and/or US markets.
- Strong
understanding of forecasting, capacity planning, scheduling, shrinkage and
real-time management.
- Relevant
degree in Statistics, Mathematics, Industrial Engineering, Business
Analytics or a related field. Equivalent practical experience will also be
considered.
- Strong
Microsoft Excel skills and experience working with workforce management
reporting and analytical tools.

Technical Skills & Knowledge

- Experience
with workforce management platforms such as NICE IEX/CXone WEM, Verint,
Calabrio, Genesys Cloud WEM or Aspect.
- Experience
implementing, migrating or optimising WFM systems will be advantageous.
- Strong
analytical, numerical and reporting capabilities.
- Ability
to develop and maintain workforce forecasts and capacity models.
- Understanding
of AI-driven automation and its impact on workforce requirements.
- Working
knowledge of South African labour legislation, particularly the Basic
Conditions of Employment Act (BCEA), including working hours, overtime,
night shifts, Sundays and public holidays.
- Understanding
of shift allowances, night-shift transport requirements and business
continuity planning.

Key Performance Indicators (KPIs)

The successful candidate will be accountable for driving and
maintaining the following performance standards:

- Achievement
of contractual Service Level Agreements (SLAs) and Average Speed of Answer
(ASA) targets.
- Occupancy
levels maintained between 80% and 88%, depending on the channel.
- Schedule
adherence of 90% or higher.
- Billable
FTE versus required FTE variance maintained within agreed tolerances.
- Accurate
forecasting at monthly, weekly and interval levels.
- Effective
shrinkage management and control.
- Reduction
of unnecessary overtime and idle capacity costs.
- Improved
workforce utilisation and operational profitability.

Skills & Competencies

We are looking for someone who demonstrates:

- Strong
Leadership: Ability to lead, motivate and develop a diverse WFM team.
- Commercial
Awareness: Understands the relationship between workforce decisions,
operational performance, client satisfaction and profitability.
- Analytical
Thinking: Confident in interpreting complex data and translating it
into practical business decisions.
- Stakeholder
Management: Excellent communication and relationship-building skills,
with the ability to engage confidently with senior management and
international clients.
- Problem-Solving: Proactive in identifying workforce challenges and implementing effective
solutions.
- Strategic
Planning: Ability to balance immediate operational requirements with
long-term business objectives.
- Continuous
Improvement: Passionate about process optimisation, technology and
automation.
- Adaptability: Comfortable working in a fast-paced, deadline-driven BPO environment.

Advantageous

- WFM
industry certifications such as SWPP, QATC, ICMI or other recognised
Workforce Management qualifications.
- Experience
building or standardising a Workforce Management Centre of Excellence.
- Experience
consolidating workforce management systems and processes across multiple
client programmes.
- Previous
exposure to large-scale international BPO operations.

Benefits

At Boomerang BPO, we believe in creating opportunities,
developing people and delivering exceptional experiences for our clients.

Our culture is built on five core values:

- Target
Driven
- Respect
- Integrity
- Professionalism
- Having
Fun

If you are a strategic workforce management leader who
enjoys driving operational performance, developing people and making a
measurable commercial impact, we would love to hear from you.

Apply today and become part of the Boomerang BPO team!