WFM Planner
On-site · Cape Town, Western Cape, South Africa
Job Summary
WFM Planner responsible for end-to-end scheduling across voice and non-voice channels for multiple accounts, ensuring 24/7 coverage, optimizing schedule efficiency, managing agent calendars and shrinkage, coordinating intraday actions with RTA/Command Center, and engaging with clients and internal stakeholders. Requires strong knowledge of WFM scheduling practices, COPC/Lean/Six Sigma concepts, hands-on experience with WFM tools (IEX, Verint), and advanced Excel (what-if and scenario planning). Must track and publish metrics (Schedule Adherence, Schedule Efficiency, Shrinkage), perform root-cause analysis for SLA misses, and support governance, reporting, and automation initiatives. Graduate degree and 4–7 years of WFM experience with 2–3 years in scheduling are expected; US rotational night shift noted; in-person remote option with Cape Town, ZA location. Tools and systems include Verint, Genesys, Excel, Power BI. Strong analytical thinking, attention to detail, and stakeholder management skills are required.
Required Qualifications
- Graduate in any discipline
- 4–7 years of WFM experience
- 2–3 years in scheduling role
- Exposure to insurance, travel, healthcare, or BFSI verticals is a plus
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