Job Description

SURGO (PTY) Ltd. has partnered with a global analytics and digital solutions company serving industries including insurance, healthcare, banking and financial services, media, retail, and others. The Client is headquartered in New York and has more than 40,000 professionals in locations throughout the United States, Europe, Asia, Latin America, Australia and South Africa.

The Client is recruiting for an experienced Workforce Manager to join their team in Cape Town.

Basic Functions:
  • Generates month-wise, day-wise and interval-wise forecast incorporating historical trends and other factors such as special events, seasonality, chum or growth, weather etc.
  • Runs short term forecast and re-forecast/adjust future volume projections as needed to ensure optimum staffing at all times
  • Creates, maintains and updates the Capacity plan and ensures that staffing requirements, seat requirements and logistics are being delivered while balancing cost and performance
  • Ensures that dialer settings are defined, set up and monitored accordingly
  • Generates/reviews schedules accordingly to meet the business requirements enabling superior customer service
  • Provides leadership and supervision to a highly engaged and self-sufficient team of WFMs, ensuring that all SLAs are met across accounts
  • Drives high client satisfaction by managing service levels situations and providing staffing, scheduling and Real-Time Adherence solutions
  • Protects the organization’s assets thru upholding the principles of the Quality Information Security Management System
  • Serves as the main point of contact for all WFM concerns

Essential Functions:
  • Reviews and amends the long term and short term forecasts, schedules, and reports while ensuring accuracy and timelines of delivery
  • Ensures workforce management process and procedures are in place and followed
  • Conducts performance appraisals of direct reports periodically
  • Monitors daily, weekly, monthly and the annual center performance and alerts management of any discrepancies or issues around it
  • Supports analysis of trending to adjust future planning
  • Monitors daily performance of forecasts and schedules against actual metrics within the center and applies changes to future plans
  • Plans, directs, supervises, and evaluates forecasting and scheduling workflow
  • Assists in the implementation of a Workforce Management System within the organisation to enable effective management of shifts and work patterns
  • Performs routine audits of call center reports to ensure accuracy and integrity is maintained
  • Ensures confidentiality, integrity, and availability of information critical to fulfilling the organisations business functions
  • Able to analyse call center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation
  • Proactively collaborates with other departments to identify opportunities for improvement and provides input on performance
  • Ensures regular coaching, feedback and recognition is being done with the direct reports

  • Candidate must possess at least a Bachelor’s/College Degree
  • 4 years minimum experience in Workforce Management
  • Dialer experience for outbound campaigns a must
  • Excellent skills in forecasting, scheduling and real-time time management a must
  • Strong organisational skills to ensure critical timelines are met
  • Accuracy and attention to details a must in this role
  • Strong presentation skills
  • Detail oriented with ability to deliver project deliverables with little supervision
  • Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels
  • Ability to effectively prioritise workload in a fast paced, real-time and frequently changing environment while remaining detailed and organised
  • Demonstrate analytical, organisational, problem solving and creative thinking skills
  • Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems
  • Flexible and willing to work in shift schedules and during weekends

Technical Skills:
  • Dialer (Advanced)
  • Erlang (Advanced)
  • Microsoft Office (Advanced)
  • Other outbound tools a plus

Should you wish to apply for the position, please apply directly via this job board, please ensure that you quote reference number 202456 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