Workforce Scheduler

Location: Onsite in Cape Town, South Africa; primary working site in Newlands.

Company

hirify.global, part of Capgemini, provides intelligent operations and transformation services using domain expertise, AI-powered platforms, and analytics for clients across multiple industries.

What you will do

• Convert forecasts, volume trends, arrival patterns, and average handling time insights into effective schedules.
• Create daily, weekly, fortnightly, and monthly rosters aligned with business requirements and employee wellbeing.
• Monitor staffing requirements, service levels, operational targets, and intraday performance.
• Plan breaks, leave, training, coaching, meetings, offline work, outbound activities, and unexpected absences.
• Work with Operations, Training, Quality, HR, and Real-Time Analyst teams to address staffing gaps and recommend overtime solutions.
• Lead and develop a team of Real-Time Analysts and optimize resource deployment throughout the day.

Requirements

• 3–5 years of experience managing Workforce Management operations in a contact-centre or BPO environment.
• At least 3 years of supervisory or team leadership experience, including coaching and team development.
• At least 5 years of hands-on experience in Real-Time Administration and scheduling or short-term planning.
• Strong knowledge of workforce planning, forecasting, scheduling, capacity planning, and intraday management.
• Experience with WFM tools such as Verint, Avaya CMS, or similar platforms, plus advanced analytical and problem-solving skills.
• Must be willing and able to work onsite in South Africa. Matric is essential.

Culture & Benefits

• Fast-paced, target-driven contact-centre and BPO environment.
• 24x7 rotational shifts.
• Cross-functional collaboration with Operations, Training, Quality, HR, and Support teams.
• Opportunity to influence operational performance, customer experience, and employee experience.