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!