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  • Posted: Mar 3, 2026
    Deadline: Not specified
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  • EXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into insights, streamline operations, improve customer experience...
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    Assistant Manager - Workforce Management

    Job Description

    Essential Functions

    • Manage the scheduling process of the program, including creation of agent schedules and IDPs.
    • Adjust schedules as necessary to meet operational needs.
    • Manage employee information changes within the Workforce Management system.
    • Communicate effectively with internal and external customers.
    • Balance staffing requirements with operational efficiency and financial goals.
    • Plot mid-term to long-term staffing plans, including recommendations for new hire classes.
    • Review Volume, AHT, Shrinkage, and Occupancy assumptions and incorporate into staff plans.
    • Maintain staff plans with capacity and working assumptions approved by operations.
    • Recommend scheduling movements for optimal staffing.

    Skills

    Technical Skills

    • Highly proficient in Microsoft Excel.
    • Ability to scrub, dissect, and shape data; create customized reports.
    • Knowledge of WFM systems such as eWFM, Genesys, or similar.
    • Able to create staffing forecasts, schedules, and IDPs; run scenarios inside a WFM tool.

    Functional

    • Leads engagements at vertical / program / client level
    • Understands business requirements and provides appropriate solutions to benefit the business
    • Has the ability to identify superior improvement opportunities
    • Knowledge of quality assurance, process improvements, domain, etc
    • Monitoring and Reviewing

    Leadership

    • Fosters a spirit of collaboration and team work
    • Ability to relentlessly pursuing excellence

    General

    • Ability to prioritize workload, meet deadlines, and handle multiple tasks with attention to detail.
    • Strong critical thinking, problem-solving, and interpersonal skills.
    • Ability to give and receive feedback effectively.
    • Works independently with minimal supervision.
    • Strong arithmetic, analytical, and problem-solving skills.
    • Adaptable and able to multitask in a dynamic environment.
    • Excellent verbal, written, and comprehension skills.
    • Conformance to policies / compliances with auditing skills and eye for details
    • Ability to coach and give feedback on an ongoing basis.
    • Interviewing skills
    • Strong written and verbal communication Skills.
    • Problem solving skills
    • Ability to resolve conflicts constructively and lead in a continually challenging environment

    Education Requirements

    • Matric

    Work Experience Requirements

    • Minimum 3 years of total work experience with at least 2 years of WFM Planning Role
    • Minimum 6 year in the current role/assignment

    Responsibilities

    • Manage the scheduling process of the program, including creation of agent schedules and IDPs.
    • Adjust schedules as necessary to meet operational needs.
    • Manage employee information changes within the Workforce Management system.
    • Communicate effectively with internal and external customers.

    Qualifications

    • Grade 12(Matric)
    • 3-6 years' experience within the WFM/ Resource Planning Role
    • Specializing in Forecasting, Scheduling & Planning
    • Experience in Managing a team of RTA's/Planners

    Check how your CV aligns with this job

    Method of Application

    Interested and qualified? Go to EXL South Africa on fa-ewjt-saasfaprod1.fa.ocs.oraclecloud.com to apply

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