Assistant Manager - WFM

TL;DR

Assistant Manager - WFM (Workforce Management): Creating and executing workforce schedules for a call center using forecasts, intraday volume patterns, AHT trends, and operational inputs with an accent on service-level performance, staffing coverage, and policy-compliant scheduling. Focus on leading RTAs, managing intraday operations, identifying staffing deficits, and coordinating overtime to maintain business continuity.

Location: Onsite in Cape Town, South Africa

Company

hirify.global is an outsourcing and intelligent operations provider using AI-powered platforms and analytics to support clients across multiple industries.

What you will do

• Create daily, weekly, fortnightly, and monthly schedules using short-term forecasts, arrival patterns, and AHT trends.
• Lead intraday management and manage a group of RTAs for business operations.
• Coordinate breaks, personal time, outbound work, training, meetings, coaching, and planned leave.
• Maintain staffing buffers for unplanned absences and identify workforce deficits.
• Coordinate overtime requirements and share final schedules with Operations and RTA teams.
• Monitor schedule execution and support achievement of daily and weekly SLAs.

Requirements

• 3–5 years of workforce operations management experience in a call center environment.
• At least 3 years of supervisory experience.
• At least 5 years of experience in RTA and scheduling, including short-term planning.
• Experience with WFM tools such as Verint and Avaya CMS.
• Willingness to work onsite in Cape Town, South Africa.

Culture & Benefits

• Work in a large-scale global operations environment serving clients across multiple industries.
• Collaborate with Operations, Quality, Training, and RTA teams.
• Support structured workforce planning and service-level execution.