Job description
Overview:The Workforce Management (WFM) Assistant Manager is responsible for supporting the effective day-to-day management of workforce planning, real-time operations, and management information processes within Teleperformance SA. This role plays a key part in ensuring operational demands are met through accurate forecasting, efficient scheduling, and proactive real-time management.Working closely with the WFM Manager and operational stakeholders, the WFM Assistant Manager contributes to achieving key performance indicators (KPIs), improving operational efficiency, and maintaining high service delivery standards. The role also focuses on team leadership, continuous improvement, and data-driven decision-making while ensuring alignment with business objectives.Support and oversee the creation of accurate staffing forecasts using historical data, business trends, and seasonal demand patterns.Ensure effective workforce schedules are developed to balance operational requirements, service levels, and employee availability.Assist with resource planning and build plans to meet short- and medium-term operational needs.Real-Time ManagementMonitor operational performance in real time and adjust staffing plans as required to maintain service levels.Partner with Operations teams to manage intraday challenges, including break adherence, shift changes, and absence coverage.Proactively identify and mitigate risks that may impact service delivery.
Responsibilities & skills
Education
Matric or equivalent qualification (essential).Minimum of 35 years experience in Workforce Management or a related operational role.At least 23 years experience in a leadership capacity as a WFM Lead, Assistant Manager, or similar role.BPO / contact center experience would be advantageous.Strong working knowledge of WFM tools and systems (e.g. NICE, Verint, or similar platforms).Proficiency in forecasting, reporting, and workforce analytics.Strong analytical and problem-solving skills with the ability to interpret complex data and identify trends.Proven ability to manage multiple priorities in a fast-paced environment.Demonstrated leadership capability with experience driving team performance and engagement.Excellent communication, interpersonal, and stakeholder management skills.
Experience
Ready to apply?
Sign in and make sure your profile and resume are up to date.
Teleperformance
We are seeking a Junior Business Insights Developer with expertise in Power BI to join our Central Business Insights team. This role is ideal for a motivated individual who is eager to learn and grow in the field of business intelligence. You will assist in developing, analyzing, and presenting business insights, utilizing Power BI and other reporting tools. You will work closely with senior team members to gain exposure to complex BI projects while contributing to impactful business decisions.
View company profile
