WFM Assistant Manager

Startek is a global provider of customer support services, business process outsourcing (BPO), engagement solutions, integrating digital technologies, communication, and data to serve brands worldwide. Our mission is to combine people, technology, and data to deliver customer experience excellence for leading brands.

We are currently hiring a WFM Assistant Manager to support one of our global campaigns. If your experience aligns with workforce management, real-time operations, and data-driven decision-making, we encourage you to apply.

Should you be exploring opportunities within Workforce Management and do not see a role aligned to your specialization, please email ***email_hidden*** with your area of expertise in the subject line.

You will be responsible for supporting workforce planning, real-time operations, and performance optimisation to ensure service delivery meets client SLAs and business objectives.

Workforce Planning & Scheduling

• Support forecasting, capacity planning, and scheduling activities
• Ensure optimal staffing levels aligned with business demand
• Monitor and manage shrinkage and schedule adherence

Real-Time Operations Management

• Monitor intraday performance (SLA, AHT, occupancy, adherence)
• Take proactive action to address performance gaps
• Collaborate with Operations and RTA team to ensure targets are met

Reporting & Analytics

• Analyse trends and provide actionable insights
• Generate daily, weekly, and monthly reports
• Identify risks and recommend improvement strategies

Stakeholder Engagement

• Work closely with Operations, Training, and Quality teams
• Support client engagement through performance insights
• Ensure alignment between workforce plans and operational needs

Team Support & Leadership

• Support and guide WFM Analysts and RTA teams
• Drive a high-performance culture within the team
• Ensure adherence to WFM processes and best practices

Continuous Improvement

• Identify opportunities to optimize processes and tools
• Support implementation of new WFM systems or processes
• Drive efficiency and operational excellence initiatives

Education

• Grade 12 / Matric (NQF Level 4)
• Diploma/Degree in Business, Operations, Analytics, or related field – Advantageous

Experience

• 3–5 years’ experience in Workforce Management
• Experience in a BPO / Contact Centre environment
• Strong knowledge of forecasting, scheduling, and real-time management
• Experience working with WFM tools (e.g. Verint, NICE, Aspect)
• Advanced Microsoft Excel skills

Knowledge & Skills

• Workforce planning and capacity management
• Real-time performance monitoring
• Data analysis and reporting
• Strong problem-solving and decision-making ability
• Stakeholder and team management
• Ability to work in a fast-paced, high-pressure environment

Why This Role is Different

This is a career-defining opportunity to step into a role where your expertise in workforce planning and real-time operations directly drives business performance. You will play a key role in optimising staffing strategies, influencing operational decisions, and ensuring service delivery excellence on a global campaign.

This role goes beyond traditional WFM — it places you at the centre of operations, where your insights and decisions directly impact efficiency, customer experience, and overall business success.

If you are passionate about using data to drive performance, improving operational outcomes, and elevating WFM as a strategic function within the business — this is where you make your impact.