Key Responsibilities: Oversee forecasting and capacity planning. Lead and develop a high-performing WFM team. Manage staffing, scheduling, and real-time operations. Monitor service levels and drive client satisfaction. Provide workforce insights and strategic recommendations. Minimum Requirements: Matric / Grade 12. Minimum 5 years' Workforce Management experience. Strong forecasting, scheduling, and real-time management skills. Excellent analytical, planning, and organisational abilities. Strong communication and presentation skills. Ability to work independently in a fast-paced, changing environment.