Job Description
Role: Team Lead-WFM Scheduler
Location: Cape Town, Western Cape
Mode: Work from Office
Department
Workforce Management (WFM)
Role Summary
The WFM Scheduler Team Lead is responsible for leading the scheduling and Real-Time Adherence (RTA) function to ensure optimal staffing, service level performance, and operational efficiency. This role involves hands‑on scheduling ownership, real‑time decision‑making, and direct leadership of RTA analysts. The Team Lead acts as a key link between Operations, Planning, and WFM to balance customer demand with employee productivity.
Key Responsibilities
Workforce Scheduling
- Lead the creation, maintenance, and optimization of short‑and‑long‑term workforce schedules aligned to forecasted demand
- Review and adjust schedules to support service level, occupancy, shrinkage, and labor targets
- Ensure sche...