Workforce Manager - WFM

About Keen

At Keen, we don't just deliver services — we embed ourselves into the heart of our clients' businesses. From digital marketing and creative to customer experience, we craft bold, high-performance digital experiences for global brands.

Keen helps some of the most exciting U.S. and international brands scale smarter by embedding expert teams that drive results across marketing, creative, customer experience, and sales.

We're not a legacy BPO. We're a partner in growth — and that's where you come in.

About the Role

We’re hiring a Workforce Manager (WFM) to lead our Workforce Management team in a high-volume contact center supporting a dynamic client in the POS and food delivery tech industry. You will oversee strategic forecasting, scheduling, and real-time management to optimize agent performance across multiple channels, ensuring we meet and exceed service level agreements.

This is a critical leadership role requiring a blend of analytical skills, operational expertise, and a people-centric approach to effectively manage team performance and drive continuous improvement.

What You’ll Do

• Develop and implement robust forecasting models and staffing plans that align with business objectives and client expectations
• Oversee scheduling for various channels including voice, chat, and email, ensuring optimal coverage and minimizing shrinkage
• Monitor real-time performance metrics and quickly realign resources to address inbound volume fluctuations
• Collaborate with Operations and Training teams to ensure agent skill sets align with demand
• Lead a team of analysts, providing mentorship and support for their career development
• Generate and distribute comprehensive performance reports focusing on adherence, occupancy, and utilization metrics
• Identify trends and opportunities for process enhancement, implementing solutions to improve efficiencies
• Facilitate communication between departments to ensure alignment in operational goals and strategies
• Act as the primary point of contact for client inquiries related to Workforce Management
• Support any new channel launches or shifts in business strategy with appropriate planning and execution

Requirements

What We’re Looking For

• 5+ years of experience in Workforce Management or related roles in a contact center environment
• Demonstrated expertise in forecasting and scheduling principles, with a strong understanding of contact center KPIs
• Proficiency with workforce management tools (e.g., NICE, Verint, Genesys) and strong data analysis skills
• Flexibility to build complex schedules inside of Google Sheets or Excel
• Experience managing teams and a proven track record of developing talent
• Excellent communication and interpersonal skills, capable of engaging stakeholders at all levels
• Ability to thrive in a fast-paced environment, making informed decisions under pressure
• Strong analytical mindset with experience in using data for strategic planning and operational improvement
• Bonus: Experience with multi-channel operations and familiarity with emerging technologies in the WFM space

Benefits

What’s In It for You

• Competitive full-time compensation
• In-office collaboration with a growing ops and support team in Cape Town
• Transport and Medical allowances
• High visibility role directly impacting SLA, staffing, and CX performance
• Partner with global clients and influence workforce strategy in real time
• Birthday leave + professional development budget
• Join a global team that values clarity, urgency, and operational excellence

Working hours align with U.S. client operations across a 24/7/365 operations.