Senior Workforce Planning Manager - BPO - US Hours

Job Title: Senior Group Manager – Workforce Management (WFM)Location: Cape Town, South AfricaJob Summary:We are seeking an experienced and strategic Workforce Management (WFM) professional to lead our WFM function for our South Africa call center operations.The Senior Group Manager – WFM will be responsible for end-to-end workforce management across multiple lines of business, ensuring optimum staffing, service level adherence, and operational efficiency.This leadership role requires strong analytical skills, people management capability, client handling expertise, and the ability to drive continuous improvement and operational excellence.Key Responsibilities: Lead the overall WFM function covering Forecasting, Capacity Planning, Scheduling, Real-Time Management, and Reporting & Analytics. Design and implement workforce strategies to meet client contractual obligations and internal operational goals. Collaborate with business leaders, client partners, and cross-functional teams to ensure WFM alignment with business objectives. Ensure accurate volume forecasting and capacity planning for voice, chat, email, and back-office processes. Oversee creation and optimization of schedules, adherence monitoring, and real-time service delivery. Drive efficiencies in staffing and cost management while meeting Service Level Agreements (SLAs), productivity, and key performance metrics. Act as the WFM Single Point of Contact for client and internal leadership interactions. Participate in client governance calls, reviews, and presentations to demonstrate WFM performance and initiatives. Drive process automation, technology adoption (such as NICE IEX, Verint, Genesys WFM, or equivalent tools), and analytics-led decision-making.