WFM Scheduler

WFM Scheduler

Are you passionate about precision, planning, and performance?

Join our vibrant and youthful Customer Services team as a WFM Scheduler
!

We’re on the hunt for a confident, proactive individual with at least 6 months of experience in workforce planning, scheduling, or forecasting.

What You’ll Do:

1.
Workforce Planning

• Completes Agents schedules within agreed time frames and in line with call volume,
Average Handling Time and shrinkage forecasts

• Administration of extra-time as governed by scheduling process

• Records all attrition, absenteeism, leave, sickness, lateness, planned off phone activities
and overtime
2.
Monitoring

• Checks staff coverage and reporting staff shortfalls to operations

• Monitors absenteeism trends and flags anomalies

• Briefs Operations Management on recommended service level risk mitigation plan

• Reviews performance across skill sets and revises schedules and forecasts to improve site
performance
3.
Reporting and Administration

• Provides relevant Workforce Management reports as per operational requirements

• Ensures accuracy of exception capturing and real time reporting

• Reviews adherence and shrinkage reporting on a daily, weekly and monthly basis

What We’re Looking For:

Minimum 6 months experience in workforce scheduling/planning/forecasting

Matric/ NQF level4

Proven ability to communicate effectively and drive improvements

Experience in BPO or telecommunications industries (advantageous)

Strong Excel skills and knowledge of workforce tools such as Genesys or Verint

Team player with a bold voice—someone who engages, challenges, and contributes

W
hy Join Us?

Energetic, supportive, and innovative team culture

Opportunities for professional growth and internal mobility

Apply now and shape the future of workplace