Manager I, Planning & Scheduling

Summary

The WFM Manager drives CRM contact performance and WFM Process maturity through implementation and maintenance of best practice WFM across the location accounts under the supervision and alignment of the Geo Leader. They can move across multiple industry verticals and WFM platforms in a multi-skill, multimedia environment, while building solid relationships with both our internal cross-functional teams and our client partners. The WFM Manager ensures WFM practice balances the needs of the client, business and the needs of our agents as optimally as possible, driving continual improvement and adaptation.

Description

Are you ready to make a significant impact in the healthcare sector? Concentrix is partnering with a leading non-profit American healthcare company, and we are looking for a dynamic Planning and Scheduling Manager to join our team in Cape Town.

Why Join Us?

• Collaborate Globally: Work with both onsite and offshore teams to drive CRM contact performance and workforce management processes.

• Leadership Opportunity: Lead a team of Real-time Analysts, Schedulers, and Capacity Planners.

• Strategic Role: Set direction and manage forecasting, scheduling, and operational metrics.

• Career Growth: Drive productivity and revenue through efficiency initiatives.
   

What We Offer:

• Competitive Salary

• Permanent Onsite Position

• Flexible Work Hours: Required to work US Market hours (15:00 - 00:00 or 16:00 - 01:00 SA time) with weekend flexibility.

• Location: 10 Rua, Da Gama St, Foreshore, Cape Town
   

Essential Criteria:

• Minimum 1 year of WFM management experience

• Ability to work 100% night shifts aligned with North American hours

• Strong client communication and WFM application skills
   

Desirable Skills:

• Experience with NICE IEX Total View

• Proficiency in Microsoft Excel and PowerPoint

• Understanding of financial impacts related to WFM
   

If you are a proactive leader with a passion for workforce management and a drive for improvement, we want to hear from you! Apply now to become a key player in our growing team.