Group Manager - WFM (BPO)

TL;DR

Group Manager - WFM (BPO): Leading workforce management operations for inbound, outbound, and digital channels with an accent on volume forecasting, capacity planning, and real-time performance management. Focus on optimizing resource utilization, managing large-scale BPO operations, and ensuring strict adherence to client SLAs.

Location: Bridgepark Bridgeway Century City, Cape Town, South Africa. Must be available for US Rotational Night Shift

Company

hirify.global is an AI-powered leader in intelligent operations and transformation, serving over 700 clients across various industries through deep domain excellence and analytics.

What you will do

• Lead volume forecasting and demand planning across inbound, outbound, and digital channels.
• Develop FTE plans and manage headcount to align with contractual SLAs and financial budgets.
• Oversee scheduling strategies to balance operational coverage with employee work-life balance.
• Manage the RTA Command Center for real-time queue rebalancing and intraday performance.
• Serve as the primary WFM point of contact for clients during business reviews (WBR/MBR/QBR).
• Lead and mentor a team of WFM Managers, Analysts, and Schedulers to drive productivity.

Requirements

• Bachelor's degree (MBA or equivalent preferred).
• 10–15 years of experience in BPO or Contact Center environments.
• 5+ years in a WFM leadership role managing multiple programs or accounts.
• Experience handling large-scale operations with 500+ FTEs.
• Exposure to global delivery models, specifically for US, UK, or AU geographies.
• Ability to work US Rotational Night Shifts

Culture & Benefits

• Opportunity to work within a global organization with 65 delivery centers worldwide.
• Focus on AI-driven transformation and the implementation of digital WFM solutions.
• Professional growth through leading large-scale, high-impact operations.
• Collaborative environment integrated with Capgemini's ecosystem.