Workforce Optimization Manager, Bellville

What will you do?

Lead the Workforce Optimization team, supporting all client interaction mediums (inbound call centre, email, chat) and extending support to other units within the group that use modern workforce management practices.

Build and strengthen workforce planning capabilities, designing staffing frameworks, leveraging AI and modern tools to model workforce needs, and supporting clients as they scale their operations. Report to the Director, CX Operations and Support Practice, working closely with QA, Training, Business Change, Technical Services and Implementations teams.

Leadership&Workforce Operations

Lead, coach and develop a team of Workforce Analysts, Resource Planners, Real‑Time Analysts and BI/MI Specialists, guiding workload management, performance metrics and professional growth.

Foster a culture of accuracy, accountability and continuous improvement across the Workforce Optimization function.

Serve as the primary WFM point of contact for internal stakeholders and client discussions, translating workforce data into clear business narratives and actionable recommendations.

Oversee the overall Workforce Management practice across supported programs, ensuring staffing, scheduling and performance monitoring align with operational targets and client expectations.

Build and maintain data‑driven staffing plans for current and potential teams and client accounts, translating volume forecasts into headcount recommendations.

Develop and present business cases for headcount needs using historical data, growth projections and productivity benchmarks.

Create scenario models for ramp, attrition, seasonal demand and new program launches.

Leverage AI tools and automation to improve forecast accuracy and reduce time‑to‑insight on staffing models.

Ensure capacity plans align with client targets, budgets and operational resources.

Client Growth&Expansion

Partner with client‑facing teams to identify WFM‑related growth opportunities within existing accounts.

Support expansion conversations by modelling capacity needs tied to new channels, geographies and product lines.

Serve as a WFM subject‑matter expert in client‑facing meetings, translating complex workforce data into clear business narratives.

Collaborate with clients to validate forecast assumptions and provide strategic recommendations that support operational performance and client satisfaction.

Scheduling&Capacity Management

Own scheduling operations across supported programs using leading edge workforce management tools such as NICE, ensuring service level targets and efficiency goals are met.

Build and maintain scheduling frameworks that account for time zones, skill‑based routing and multi‑channel support environments.

Ensure accurate creation and maintenance of agent schedules to support 24/7 coverage while balancing cost, efficiency and service levels.

Review and approve overtime plans, leave planning and shift adjustments as needed to maintain optimal staffing coverage.

Real‑Time Management&Performance Monitoring

Oversee intraday monitoring of volumes, queues and agent performance.

Monitor real‑time adherence and adjust intraday coverage as needed to maintain service levels and productivity targets.

Direct real‑time operational adjustments and communicate action plans to Operations leadership when service risks occur.

Data&Reporting

Interpret and communicate WFM metrics through dashboards, surfacing actionable insights for operations leaders and clients.

Design and maintain WFM reporting standards across the practice, including occupancy, shrinkage, utilisation, SLA attainment and adherence.

Deliver regular reports on workforce performance and provide data‑driven insights and recommendations to improve operational outcomes.

Partner with data and analytics team members to evolve reporting infrastructure as the practice scales.

Strategic Partnership&Continuous Improvement

Identify workforce risks and propose mitigation strategies.

Lead initiatives to improve forecasting accuracy, scheduling efficiency and overall workforce optimisation.

Drive continuous improvement across WFM processes, tools and reporting standards.

Role Requirements

Expertise with Workforce Management Systems, MS Excel and Power BI.

Excellent communication skills with the ability to liaise with senior staff across businesses.

Solid knowledge of call centre nuances including call patterns, AHT and adherence.

Experience in WFM beyond conventional call centres (including latest client interaction methods).

Excellent skills in resource forecasting processes, techniques and modelling.

Good understanding of system installation, configuration, administration and integration.

Application and multimedia development, administration and overall project management.

Direct personnel and functional management experience required.

Experience supporting financial and administrative systems required.

Experience with relational databases and client/server development.

Project management and application development methodologies.

Experience with information technology supporting a contact centre environment.

Qualifications and Experience

Bachelor’s degree in business administration, Computer Science or Statistics; several years of progressive development within the WFM area of expertise.

More than 6 years’ Workforce Management experience in a contact centre environment.

Proficiency in WFM tools (Verint, NICE, Aspect, Genesys or equivalent) and advanced MS Excel and Power BI skills.

Proven track record building staffing plans and headcount business cases with measurable outcomes.

Hands‑on experience with scheduling platforms; experience with NICE is a strong plus.

Proficiency with BI/reporting tools for data interpretation and dashboard management.

Demonstrated ability to use AI tools to accelerate analysis, automate workflows or build models.

Strong communication skills with the ability to present workforce data and recommendations to both operations teams and client stakeholders.

Experience leading or mentoring workforce analysts, resource planners, real‑time analysts and BI/MI specialists.

Comfortable working across multiple client programs simultaneously in a fast‑paced, ambiguous environment.

Exposure to implementation or onboarding workflows where WFM inputs are needed early in the client lifecycle.

Experience building WFM functions from scratch or in a startup/scale‑up context.

Knowledge and Skills

Resources Scheduling Systems

Call Centre workflow management

Call Centre forecasting

Policies and procedures

Tracking and reporting

Personal Attributes

Decision quality– Contributing through others

Plans and aligns– Contributing through others

Optimises work processes– Contributing through others

Builds effective teams– Contributing through others

Core Competencies

Cultivates innovation– Contributing through others

Customer focus– Contributing through others

Drives results– Contributing through others

Being resilient– Contributing through others

Collaborates– Contributing through others

Turnaround time The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.

Closing Date: 31 May 2026

Our commitment to transformation The Sanlam Group is committed to achieving transformation and embraces diversity. This commitment drives us to achieve a diverse, inclusive and equitable workplace in South Africa, and the Group's Employment Equity plan and targets will be considered as part of the selection process.

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