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Digital Transformation Manager


Cape Town


Salary R70 000 per month


Manage your team of 5 and generates daily, monthly and quarterly forecast incorporating historical trends and other factors such as special events, seasonality, chum or growth within a large BPO Call Centre


  • 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-level situations and providing staffing, scheduling and Real-Time Adherence solutions
  • Protects the organization’s assets by upholding the principles of the Quality Information Security Management System
  • Serves as the main point of contact for all WFM concerns


  • 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 organizational skills to ensure critical timelines are met
  • Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized
  • Demonstrate analytical, organizational, problem solving and creative thinking skills
  • Flexible and willing to work in shift schedules and during weekends


Please email CV to

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