Menu Close

Cape Town: Workforce Supervisor – US Hours – CPT BPO posted by Dash BPO South Africa (Pty) Ltd

Cape Town: Workforce Supervisor – US Hours – CPT BPO posted by Dash BPO South Africa (Pty) Ltd

Posted on 2025-07-15 00:00:00

Job Summary

Job Description

Workforce Supervisor

The workforce management supervisor is responsible for the daily operational oversight of a workforce management team. The workforce management supervisor directs the work of the workforce management team to meet set service level goals. The workforce management team is primarily responsible for forecasting workloads, forecasting resources required to process workloads, scheduling resources, managing real-time adjustments to resources, and generation of reporting and analysis required to manage these processes efficiently.

Responsibilities and Requirements

  • Proven ability to oversee and facilitate complex forecasting, capacity planning, and scheduling in a call center and back-office work environment to achieve service level goals in a cost-effective manner.
  • Provide management with necessary information to enable them to effectively manage their workgroups.
  • Real-Time Communication (Outages, Service Level/Abandon Rates).
  • Monitor Real-Time across the business to ensure SLAs met.
  • Monitors attainment of objectives and adapts quickly to changing business conditions.
  • Provide leadership, coaching and work direction to the WFM team.
  • Through strong leadership, develops a collaborative work environment for employees.
  • Identifies opportunities to streamline processes and incorporates these improvements to work procedures.
  • Effectively supervise and mentor multiple employees.
  • Participates in root cause analysis and recommends changes & improvements.
  • Ensures that all policies and procedures are adhered to, and standards met.
  • Monitor and ensure staff attendance and performance.
  • Sets a leadership example with peers and staff.
  • Provides corrective feedback, as necessary.
  • Assists in resolving personnel issues and counselling.
  • Proactively analyze data and make recommendations/decisions based on data regarding real time actions, meeting scheduling, and other offline requests. Communicate with WFM Team and Contact Center Leadership on exceptional events that anticipates impacting our service metrics and the actions taken to mitigate the impact of these events on key metrics.
  • And any other assignments required.

Workforce Supervisor Qualifications

  • Minimum of three years of experience working in a contact center environment with at least two years of WFM experience.
  • High school diploma and bachelor’s degree required. Emphasis in math, statistics, and analytical disciplines is a plus.
  • Strong scheduling, and forecasting experience
  • Demonstrated knowledge of computer basics including Microsoft Excel.
  • Excellent organizational and analytical skills, the ability to perform and provide results in a fast paced, collaborative environment. Experience with statistical analysis a bonus.
  • Demonstrated competency in resource and project management: organizing work, providing leadership to staff, establishing measures for success, and managing to deliverables.
  • Advanced communication and interpersonal skill sets.
  • Excellent negotiation skills required for this role due to the wide variety of lines of business that supported by this role. Must demonstrate the ability to achieve outcomes that aligned with business strategies and/or acceptable compromises.
  • Knowledge of HR Policies & Procedures, Labor Laws, Comfortable using/accessing multiple systems, Effective use of tools and resources.
  • Must be able to read, write, speak, and understand the English language and possess good oral and written communication skills.
  • Ability and willingness to work as needed to meet the business needs.
  • Experience with a commercial WFM software package desired (with experience on the tool used in this center an added factor).
View Job  Rustenburg: General Store Manager posted by Staff Solutions

Click Go Apply to apply online!


Get Similar Job Alerts
Enter your WhatsApp number (e.g., +27740908132)
You'll receive alerts for new jobs in Cape Town, Western Cape

Apply directly for this position. Please read all instructions carefully.

We do not process job applications; we simply aggregate and display job listings.

More related positions


Cape Town: Intermediate Developer posted by Fempower Personnel

Job Title Intermediate Developer Location Hybrid Based in StellenboschA leading payment aggregator and provider of secure payment solutions is looking for...


View Job
Intermediate Developer

Cape Town: Technical Buyer Ref: 3884 posted by NDC Personnel

Yoursquoll need Matric engineering qualifications are advantageous, as well as 3 ndash 5 yearsrsquo experience in the FMCG Transportation sectors in a...


View Job
Technical Buyer Ref

Cape Town: Back Office Employee posted by abc worldwide

Back Office Employee mfd for Consulting Firm Location Remote Home Office Start Date ImmediatelyWorking Hours Full-time Our goal is to guide doctors through...

View Job  Cape Town: Production Planner posted by Hire Resolve

View Job
Back Office Employee

Cape Town: Safer Gambling Analyst – Remote posted by Hire Resolve

Hire Resolves client is urgently seeking the expertise of a Safer Gambling Analyst for a fully remote position.ResponsibilitiesCommunicating with customers...


View Job
Safer Gambling Analyst – Remote

Cape Town: Site Engineer posted by Hire Resolve

Hire Resolves client, who offers the highest quality construction, project management and specialist subcontracting services, is searching for a Site...


View Job
Site Engineer

Cape Town: Project Manager posted by Hire Resolve

Hire Resolves client is a leading player in the engineering industry, renowned for delivering high-quality infrastructure and industrial projects across...


View Job
Project Manager

Cape Town: Projects Contracts Manager posted by Hire Resolve

Hire Resolves client is looking for a ProjectsContracts Manager to join their team in Cape Town. Theynbspare a construction industry and mainly serve...


View Job
Projects Contracts Manager

Cape Town: Operations Administrator posted by AJ Roodt Consulting (Pty) Ltd

Position available for an experienced Administrator to handle daily admin and operations functions.Candidates must have previous working experience in the...


View Job
Operations Administrator

Cape Town: Junior Administrator – Urgently Needed posted by Nu-Line Elevator Maintenance

Nu-Line Elevator Maintenance is looking for a Junior Administrator to join our team in Killarney Gardens, Cape Town. If youre passionate about learning and...


View Job
Junior Administrator – Urgently Needed

Cape Town: Facility / Office Manager (6 month fixed term contract) posted by O’Brien Recruitment

Are you a facilities mastermind with a passion for creating smooth, well-oiled office environments? Do you thrive on managing multiple sites, juggling...


View Job
Facility / Office Manager (6 month fixed term contract)

Western Cape: DIESEL TECHNICIAN – COMMERCIAL TRUCKS (CAPE TOWN) posted by MPRTC Recruitment

Minimum RequirementsMatricDiesel Trade Test completed2ndash3 years relevant experienceValid Code 14 Driverrsquos License with PDPSolid technical knowledge...


View Job
DIESEL TECHNICIAN – COMMERCIAL TRUCKS (CAPE TOWN)

Cape Town: Brand Training Specialist posted by O’Brien Recruitment

Were Hiring Brand Training Specialist Cape Town ParowOffice-based Employment Equity Applicable All Genders and Races WelcomeWere seeking a dynamic Brand...


View Job
Brand Training Specialist

Cape Town: Engineering Manager Ref: 3974 posted by NDC Personnel

With 5 years of experience and a strong skill-set in project management, planning, and organisation, yoursquoll be a great fit! Effective communication is...


View Job
Engineering Manager Ref

Cape Town: Senior Quantity Surveyor (Building Construction) – CPT posted by Hire Resolve

Hire Resolves client, a well-established and dynamic construction company known for delivering high-quality residential and commercial building projects, is...

View Job  Durban North: Finance Business Partner posted by Network Finance

View Job
Senior Quantity Surveyor (Building Construction) – CPT

Cape Town: Senior Foreman posted by Hire Resolve

Hire Resolves client is looking for a Senior Foreman to join their team in Cape Town. The company always ensures the best results for their clients in the...


View Job
Senior Foreman

Cape Town: Project Manager posted by Sharon Nurock Recruitment cc

Main Purpose of the RoleOversee the daily workings of the organisations operations.Responsible to maintain a high-quality standard of the organisations...


View Job
Project Manager

Cape Town: General Worker posted by Cre8work!

MATRIC, ID, UI19, CONTACTABLE REFERENCES, CLEAR CRIMINAL RECORD SA CITIZEN SHIFT WORK, HOURS ARE FROM 07h00 TO 19h00 OR 19h00 TO 07h00 HARD LABOUR STRONG...


View Job
General Worker

Cape Town: T/A Merchandiser – Retail posted by Recruitment Matters

Our client is looking for a dynamic and proactive TA Merchandiser to support the retail sales team through effective merchandising, store execution, and...


View Job
T/A Merchandiser – Retail

Cape Town: Technical Sales Representative posted by Time Personnel

REQUIREMENTSMatric,Valid drivers license and own transportation3 4 years experience in a similar industryExceptional customers communication and...


View Job
Technical Sales Representative

Cape Town: Reach Truck Drivers posted by Tailormade Solution

We are Hiring Reach Truck Drivers The Reach Truck Operator is responsible for operating a reach truck to move, locate, relocate, and stack merchandise in...


View Job
Reach Truck Drivers

Cape Town: Player Success Agent posted by Hire Resolve

Job Title Player Success AgentThe Player Success Agent is responsible for managing daily operational assessments, customer interactions, and reviews to...


View Job
Player Success Agent

Cape Town: Senior Foreman posted by Hire Resolve

Hire Resolves client whonbspoperates out ofnbsp Wetton, Cape Town and offers the highest quality construction, project management and specialist...


View Job
Senior Foreman

Cape Town: Mechanical Design Technologist/Engineer posted by Hire Resolve

Hire Resolves client is looking for a Mechanical Design TechnologistEngineer to join their team in Cape Town. This client is a multi-disciplinary firm...


View Job
Mechanical Design Technologist/Engineer

Cape Town: Mechanical Design Technologist/Engineer (Consulting) – CPT posted by Hire Resolve

Hire Resolves client, a reputable and forward-thinking consulting engineering firm known for its commitment to innovation and excellence in building...


View Job
Mechanical Design Technologist/Engineer (Consulting) – CPT

Share this to someone who needs a job:
Posted in Jobs in Cape Peninsula, Jobs in Cape Town, Jobs in South Africa, Jobs in Western Cape

More Jobs in Your Area