Job Description

Our client based in Cape Town is seeking a RTA / Workforce Manager to join their fast growing team within the BPO industry.

Job Description
  • The RTA / Workforce Manager preparing and analyzing agent schedules in order to meet service level requirements in the most efficient manner possible within work rules, legal requirements, and other constraints
  • Creating and maintaining shift profiles and scheduling rules within the RTA software
  • Providing ongoing analysis of available shift offerings, staffing requirements, and time off allocations
  • Performing ad hoc reporting as needed to support information requests from Servicing
  • Collaborating with other analytical groups within the organization to share information as needed
  • Managing holiday allocation at agent and business level and ensure effective employee engagement
  • Headcount management to support optimization at recruitment and training level
  • Assuming and performing other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position
Qualifications and Requirements:
  • Graduate or above
  • Minimum 3 years in a contact center / BPO
  • Minimum 12 months’ experience in scheduling role
  • Candidate should have a strong exposure to Contact Centre Work Force Management within the BPO industry.
  • Workforce tool knowledge of - Strong working experience on MS Excel
  • Good presentation, communication, and analytical skills
  • Ability to prioritize workload, meet deadlines and manage multiple and varied projects, including ability to coordinate and balance numerous tasks in a time-sensitive environment
Soft skills:
  • Good mathematical, logical, analytical, and problem-solving skills with strong attention to detail
  • Quick learner with a positive attitude
  • Good CMS knowledge
  • Excellent/advanced excel skills
Working Hours: Monday – Sunday (14h00 – 01h00)

Salary: R17 000 – R20 000 per month

Benefits: Pension Fund Contribution and Medical aid

Should you wish to apply for the position, please apply directly via this job board, please ensure that you quote reference number 202149 subject heading or email body.

Surgo (Pty) Ltd will consider all applications in terms of its Employment Equity (EE) and is committed in maintaining diversity in its’ appointments. Surgo (Pty) Ltd, therefore also encourages people with disabilities and from other diverse backgrounds to apply. Due to the high volume of applications, should you not receive feedback within three months upon submission, you can assume your application was unsuccessful and we encourage you to reapply.

Your CV will be kept on our database for us to contact you should any future vacancies become available. If you do not wish for us to keep your CV for any other positions, please email


Employee Type
Full-Time Regular
Cape Town Western Cape
Min Salary
0.00 ZAR
Max Salary
0.00 ZAR