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Manager, Workforce Management
Location
South Africa
Posted
25 days ago
Salary
0
Seniority
Lead
No structured requirement data.
Job Description
Manager, Workforce Management
Boldr
Role Description As a Manager, Workforce Management, you will lead the Workforce team within a 24/7 BPO environment supporting email and chat operations. The role is responsible for shaping and driving the WFM strategy across the CX Operations and Support Practice. This is a high impact role focused on building and strengthening workforce planning capabilities, including: - Designing staffing frameworks - Leveraging AI and modern tools to model workforce needs - Supporting clients as they scale their operations You will report to the Director, CX Operations and Support Practice, and work closely with the QA, Technical Services, and Implementations teams. Qualifications - Bachelor’s degree in Business, Statistics, Operations Management, or related field (preferred) - 4–6 years of Workforce Management experience in a BPO/contact center environment, with at least 2 years in a supervisory or managerial role - Proficiency in WFM tools (Verint, NICE, Aspect, Genesys, or equivalent) and advanced MS Excel skills - Proven track record building staffing plans and headcount business cases with measurable outcomes - Hands-on experience with scheduling platforms; experience with Assembled is a strong plus - Proficiency with Metabase or similar BI/reporting tools for data interpretation and dashboard management - Demonstrated ability to use AI tools (e.g., ChatGPT, Claude, Copilot) 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, schedulers, or WFM specialists - Comfort working across multiple client programs simultaneously in a fast-paced, ambiguous environment Requirements - Lead, coach, and develop a team of Workforce Analysts and Schedulers - Serve as the primary WFM point of contact for internal stakeholders and client discussions - Oversee the overall Workforce Management practice across supported programs - Build and maintain data-driven staffing plans for Boldr’s current and potential teams and client accounts - Develop and present business cases for headcount needs - Create scenario models for ramp, attrition, seasonal demand, and new program launches - Partner with client-facing teams to identify WFM-related growth opportunities - Own scheduling operations across supported programs using tools such as Assembled - Oversee intraday monitoring of volumes, queues, and agent performance - Interpret and communicate WFM metrics through Metabase dashboards - Identify workforce risks and propose mitigation strategies - Drive continuous improvement across WFM processes, tools, and reporting standards Benefits - Impact-driven work environment - Opportunities for professional growth and development - Collaborative and supportive team culture Company Description Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world. We are a global team, united by our desire to connect diverse people with common values for boldr impact. We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.
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