WFM Assistant Manager (741)

Remote, South Africa

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...