TRAFFIC
Western Cape
Assistant Manager - Workforce Management
EXL
South African Rand . ZAR 200,000 - 300,000
Job Description
Essential Functions 
- Manage the scheduling process of the program, including creation of agent schedules and IDPs.
- Adjust schedules as necessary to meet operational needs.
- Manage employee information changes within the Workforce Management system.
- Communicate effectively with internal and external customers.
- Balance staffing requirements with operational efficiency and financial goals.
- Plot mid-term to long-term staffing plans, including recommendations for new hire classes.
- Review Volume, AHT, Shrinkage, and Occupancy assumptions and incorporate into staff plans.
- Maintain staff plans with capacity and working assumptions approved by operations.
- Recommend scheduling movements for optimal staffing.
- Highly proficient in Microsoft Excel.
- Ability to scrub, dissect, and shape data; create customized reports.
- Knowledge of WFM systems such as eWFM, Genesys, or similar.
- Able to create staffing forecasts, schedules, and IDPs; run scenarios inside a WFM tool.
- Leads engagements at vertical / program / client level
- Understands business requirements and provides appropriate solutions to benefit the business
- Has the ability to identify superior improvement opportunities
- Knowledge of quality assurance, process improvements, domain, etc
- Monitoring and Reviewing
- Fosters a spirit of collaboration and team work
- Ability to relentlessly pursuing excellence
- Ability to prioritize workload, meet deadlines, and handle multiple tasks with attention to detail.
- Strong critical thinking, problem-solving, and interpersonal skills.
- Ability to give and receive feedback effectively.
- Works independently with minimal supervision.
- Strong arithmetic, analytical, and problem-solving skills.
- Adaptable and able to multitask in a dynamic environment.
- Excellent verbal, written, and comprehension skills.
- Conformance to policies / compliances with auditing skills and eye for details
- Ability to coach and give feedback on an ongoing basis.
- Interviewing skills
- Strong written and verbal communication Skills.
- Problem solving skills
- Ability to resolve conflicts constructively and lead in a continually challenging environment
- Matric
- Minimum 3 years of total work experience with at least 2 years of WFM Planning Role
- Minimum 6 year in the current role/assignment
Job Overview
Date Posted
12 Mar 2026
Salary
South African Rand . ZAR
200,000 - 300,000
Location
Western Cape, South Africa