WFM Scheduler – Johannesburg CBD | Merchants Recruitment

Company: Merchants Recruitment (Recruiting Partner)
Location: Johannesburg CBD, Gauteng
Contract Type: Permanent
Date Posted: 10 June 2025
Requisition ID: 4103

About the Company

Merchants Recruitment is a trusted talent acquisition partner providing staffing solutions to leading business process outsourcing (BPO) and customer service organizations. With a strong national footprint, Merchants offers strategic workforce solutions through innovative hiring practices and people-first culture. This Johannesburg-based role will place you at the center of workforce planning, a critical component in enabling the success of customer-facing operations.

Role Overview

We are seeking a motivated and detail-oriented Workforce Management (WFM) Scheduler to join our team in Johannesburg CBD. The ideal candidate will have experience in scheduling and planning contact centre operations and will thrive in a fast-paced, performance-driven environment. As a WFM Scheduler, you will play a key role in creating and optimizing staff schedules that support business efficiency and service-level goals.

This is an excellent opportunity for a professional looking to grow within the customer service and workforce management space while working in a dynamic and supportive team environment.

Key Responsibilities

• Develop, maintain, and optimize agent shift schedules across multiple business lines (approximately 120–130 agents)

• Monitor schedule adherence, forecast accuracy, and real-time performance trends

• Identify scheduling gaps, attendance issues, and propose real-time solutions to minimize service level impacts

• Collaborate closely with team leaders, operations managers, and other WFM professionals to align schedules with organizational goals

• Ensure workforce planning metrics such as occupancy, shrinkage, and utilization are balanced effectively

• Leverage workforce tools (e.g., Verint, Genesys, Excel) to manage schedules and generate accurate workforce reports

• Support operational efficiency and agent productivity by optimizing shift patterns and scheduling strategies

• Contribute to ongoing improvements in scheduling processes, forecasting accuracy, and business continuity planning

Minimum Requirements

• Minimum of 6 months’ experience in workforce management, scheduling, or forecasting

• Matric or NQF Level 4 qualification is required

• Experience in a contact centre, BPO, or telecommunications environment is advantageous

• Intermediate to advanced Excel skills

• Familiarity with workforce management tools such as Genesys, Verint, or similar

• Strong analytical mindset with attention to detail and data accuracy

• Ability to work independently and as part of a team under time-sensitive conditions

• Effective communicator with the confidence to engage stakeholders and drive planning improvements

Skills and Competencies

• Strong time management and organization skills

• Excellent verbal and written communication abilities

• Logical thinker who can solve scheduling and operational challenges effectively

• Team player who is proactive and adaptable in changing work environments

• Commitment to accuracy, process efficiency, and customer satisfaction

• Ability to work in shifted environments and flexible hours when required

What the Company Offers

• Market-related compensation package

• Opportunity to work within a forward-thinking and supportive team culture

• Clear career growth pathways and internal promotion opportunities

• Involvement in strategic workforce planning initiatives that impact business performance

• Access to tools, training, and continuous learning platforms to sharpen your WFM skills

Equal Opportunity Statement

Merchants Recruitment is an equal opportunity employer committed to building a diverse workforce. All qualified applicants, regardless of race, gender, age, or background, are encouraged to apply. The selection process is based on qualifications, experience, and business needs.

How to Apply

To apply for the WFM Scheduler position in Johannesburg CBD, submit your detailed CV and qualifications through the official career platform or recruitment portal. Be sure to highlight any relevant scheduling, WFM tool experience, and Excel expertise in your application.

Explore More Opportunities

• Browse our latest Call Centre Jobs in Gauteng

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• Explore more roles with Merchants Recruitment across South Africa

Visit Jobs and Career Opportunities to find additional openings in operations, customer support, and management fields.

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