409 Training and development manager Jobs and Work in Cape Town, Wc

WFM Manager
Teleperformance —Cape Town, Western Cape
Partner Manager
Trustonic —Cape Town, Western Cape
- Full-time
- Remote
Quick Apply
1h
Software Engineering Team Lead
M-KOPA —Cape Town, Western Cape
- Full-time
- Remote
1h
Guest Experience Supervisor - Protea Hotel by Marriott Breakwater Lodge
Marriott International, Inc —Cape Town, Western Cape 8001
- Full-time
2h
Senior BIM Modeller - Electrical, Data Center
AECOM —Cape Town, Western Cape
- Full-time
3h
Content Writer (Client Delivery & Documentation)
MRI Software —Cape Town, Western Cape
- Full-time
3h
Technical Operations Manager
Scale Shore Consulting —Cape Town, Western Cape
- R45 000 - R50 000 a month
- Full-time
Quick Apply
4h
E-commerce Manager
Keen —Cape Town, Western Cape
- Full-time
Quick Apply
4h
Reservation Manager
Mama Shelter —Cape Town, Western Cape
- Full-time
Quick Apply
5h
Operations Manager
Pump and Abrasion Technologies —Cape Town, Western Cape
6h
Digital Account Strategist
Childcare Marketing Group —Cape Town, Western Cape 8001
- Full-time
- Remote
Quick Apply
8h
Human Resource Manager
TourAxis —Cape Town, Western Cape 7441
- Full-time
Quick Apply
16h
Account Manager
Childcare Marketing Group —Cape Town, Western Cape
- R61 000 - R70 000 a month
- Full-time
- Remote
Quick Apply
20h
Team Leader (Collections)
Concentrix —Cape Town, Western Cape 8000
- Full-time
20h
Project Manager
Online Education Services —Cape Town, Western Cape
- Full-time
Quick Apply
21h
Assistant Store Manager Miladys Tygervalley
Mr Price Group —Cape Town, Western Cape
22h
L&D Facilitator (Retail)
Absolute Pets —Cape Town, Western Cape
- Full-time
Quick Apply
1d
Head of Creative
Arilo Inc. —Cape Town, Western Cape
1d
Food and Beverage Supervisor
President Hotel Cape Town —Bantry Bay, Western Cape
- Full-time
Quick Apply
1d
GA Innovator and Trainer
Liquid Concepts —Cape Town, Western Cape
Quick Apply
1d

I want to receive the latest job alert for training and development manager in cape town, wc

By signing in to your account, you agree to SimplyHired's Terms of Service and consent to our Cookie and Privacy Policy.

Explore jobs in more locations

training and development manager jobs near cape town, wc

Content Writer jobs in Cape Town, Western Cape

Account Manager jobs in Cape Town, Western Cape

Assistant Store Manager jobs in Cape Town, Western Cape

Trainer jobs in Cape Town, Western Cape

Project Manager jobs in Cape Town, Western Cape

Partnership Manager jobs in Cape Town, Western Cape

Operations Manager jobs in Cape Town, Western Cape

E-commerce Manager jobs in Cape Town, Western Cape

Learning Development Specialist jobs in Cape Town, Western Cape

Reservations Manager jobs in Cape Town, Western Cape

Technical Operations Manager jobs in Cape Town, Western Cape

No Experience jobs in Hatfield, Gauteng

No Experience, Airport With Grade 11 jobs in Johannesburg, Gauteng

Guest Experience Manager jobs in Durban, Kwazulu Natal

Guest Experience Manager jobs in Midrand, Gauteng

Guest Experience Manager jobs in Cape Town, Western Cape

Software Testing jobs in Durban, Kwazulu Natal

Apprenticeship,learnership,electrical Engineering jobs in Pretoria, Gauteng

Work Integrated Learning Engineering jobs in Gauteng

Digital Strategist jobs in Johannesburg, Gauteng

WFM Manager

Teleperformance -
Cape Town, Western Cape

Apply Now

Job Details

Full Job Description

Overview

As a Workforce Management (WFM) Manager, your primary responsibility is to ensure the efficient and effective management of accounts and its workforce. This includes overseeing Planning, Real Time Management and Management information resource and processes, scheduling and allocation of resources, ensuring adequate staffing levels to meet operational needs, and optimizing productivity within the workforce. Your job would involve analyzing historical work patterns and forecasting future demand to develop accurate workforce schedules. You'll need to collaborate with department managers and team leaders to understand their staffing requirements and ensure schedules align with business objectives.

Additionally, you would monitor and adjust staffing levels based on real-time data, such as call volumes, customer demand, or production targets. This involves making tactical changes to schedules, coordinating overtime or training as needed, and addressing any unexpected changes that may impact workforce availability.

You'll have the responsibility of generating reports and analyzing key workforce metrics to identify trends, patterns, and areas for improvement. By tracking and analyzing data, you can identify potential inefficiencies and implement strategies to optimize workforce productivity and adherence to service levels.

Overall, the WFM Manager plays a crucial role in ensuring a well-organized and productive workforce, and your ability to balance operational needs with employee satisfaction will contribute to the success of the company.

Qualifications

Education & Specific Training

Expert skills in using a Workforce Management tool – (6+ years)
Expert skills in Excel for modelling and scenario planning, Experience in virtual multi-skilled, multi-site Customer Centres
Experience in working with Outsourcers, and departmental stakeholders
Knowledge in ACD telephony

Work Experience

Team management and coaching skills
Problem-solving and decision-making skills:
Leadership and team management: Leading a team of workforce analysts, schedulers, and planners requires strong leadership skills
Experience working in a WFM Leadership role, with direct experience of coaching and managing a team
FTE sizing experience
Budgeting, Time-Management, Effective communication, Problem solving, Analytical and Technical Skills
Comprehensive computer skills
Communicative and influential
Personally effective
Team Player
Knowledge of WFM systems and practices.
Creative and flexible
Organized and structured
Ability to work under pressure whilst maintaining accuracy
Business awareness and Leadership skills
Lives and breathes the company values
Advanced relationship building and stakeholder management skills
Able to confidently challenge at a senior level
Team building skills
Resilience and focus
Superior facilitation & presentation skills
Contract KPI knowledge and awareness
Self-motivated and can motivate others, with can-do attitude

Technical Skills

Proficient use of Microsoft Office tools including MS Word, PowerPoint, Excel, Outlook and others.
Customer focused

Responsibilities

Analyses historical data and trends to forecast future staffing requirements accurately. They consider factors such as call volume, chat volume, email volume, or other workloads to determine the necessary staffing levels.

With overall responsibilities of creating and maintaining the build plan, the WFM Manager creates and oversees the management of employee schedules to ensure appropriate coverage during peak and non-peak times. They consider factors like employee availability, skills, and preferences while maintaining compliance with company policies and labour laws.

Ensures the overall efficiency of operations by monitors the management of real-time staffing levels and adjusting schedules or reallocating resources as needed. Use Client and Internal workforce system and tools to track staff adherence to schedules and manage intraday changes.

Builds and maintains accurate forecasting models by analysing historical data and external factors (e.g., seasonality, marketing campaigns, events). They also generate reports on key performance indicators (KPIs) related to staffing, service levels, and other metrics to track operational efficiency and make data-driven decisions.

Ensures that the account and operational area has the necessary capacity to handle workload demands. They collaborate with the operations team to determine the required number of employees and optimize resources accordingly.

Works closely with the Recruitment and Training department to provide insights and data on staffing needs and skill gaps. They may collaborate in the development of training programs to improve workforce productivity and optimize resource allocation.

Identifies areas for improvement within the workforce management function and suggests process enhancements or automation opportunities. They may work with cross-functional teams to implement new tools, platforms, or methodologies for improved efficiency.

Experience on usage in workforce management systems like IEX, Verint, Genesys, and expert on management of people and processes. This includes managing and optimizing staffing levels, forecasting and scheduling, monitoring real-time adherence, and conducting performance analytics. Knowledge of Excel or other data analysis tools is beneficial for managing and interpreting data effectively.

Analyses historical data, identify trends, and forecast future staffing needs accurately. Proficiency in statistical analysis, data interpretation, and the ability to work with complex algorithms and models are crucial.

Effective presentation skills, and ensure communication for coordinating staffing plans, liaising with different teams, and aligning workforce strategies. Collaboration skills are essential for working with other stakeholders such as HR, operations, and finance teams to ensure smooth operations and meet business goals.

Understanding of labour laws and regulations related to scheduling, overtime, breaks, and other workforce management considerations is important to ensure compliance and avoid legal issues.

Apply Now

Refine Your Search

training and development manager jobs in cape town, wc

WFM Manager

Partner Manager

Software Engineering Team Lead

Guest Experience Supervisor - Protea Hotel by Marriott Breakwater Lodge

Senior BIM Modeller - Electrical, Data Center

Content Writer (Client Delivery & Documentation)

Technical Operations Manager

E-commerce Manager

Reservation Manager

Operations Manager

Digital Account Strategist

Human Resource Manager

Account Manager

Team Leader (Collections)

Project Manager

Assistant Store Manager Miladys Tygervalley

L&D Facilitator (Retail)

Head of Creative

Food and Beverage Supervisor

GA Innovator and Trainer

I want to receive the latest job alert for training and development manager in cape town, wc

Related Searches

Explore jobs in more locations

Overview

Qualifications

Responsibilities

Job Seeker Tools

Employer Tools

Browse

Stay Connected