11 Kronos Administrator jobs in South Africa

Overall Purpose of the Role:

the business is a purpose-led business with a strong entrepreneurial identity and a high performance culture. As one of the fastest growing startup digital banks in the world, it is a fast moving environment comprised of multiple moving parts. The care and growth of its people are at the centre of the business. People that are successful and sustainably grow at the business are those with benevolent intent, high levels of emotional fortitude and a determination to shape the future. the business's five values are expressed as:

• Compassion – "we care deeply and genuinely for our people"
• Customer Obsession – "without them there is no need for us"
• Empowerment – "we serve our customers through serving our people"
• Ownership – "this is our business, nobody else will make it great"
• Innovation – "to be great, we have to do things differently"

We are seeking a highly skilled and experienced Senior Workforce Management Planner with expertise in Genesys WFM to join our contact centre operations team. The successful candidate will be responsible for forecasting, capacity planning, scheduling, and real-time analysis to ensure optimal resource allocation and service level attainment across all customer channels. This role requires deep analytical expertise, operational understanding, and hands on experience with Genesys Cloud/Genesys Engage WFM tools.

Forecasting & Capacity Planning:

• Analyze historical data and trends to produce short-term and long-term forecasts for multi-channel (voice, chat, email, etc.) contact volumes.
• Collaborate with business units and leadership to align forecasts with marketing, seasonal trends, and business initiatives.
• Create resource plans to meet forecasted demand while optimizing cost and efficiency.

Scheduling:

• Design and maintain agent schedules across locations and time zones, ensuring optimal coverage and adherence to labour laws and agreements.
• Apply scheduling best practices within Genesys WFM (Cloud or Engage) to automate and enhance workforce deployment.

Real-Time Management (RTM) & Intraday Monitoring:

• Monitor service levels and staffing in real-time; take proactive steps to adjust staffing or reforecast when necessary.
• Coordinate with operations to respond to unplanned events (e.g., system outages, high call volumes).

Reporting & Analytics:

• Generate and distribute performance reports (e.g., adherence, occupancy, forecast accuracy, SLA attainment).
• Deliver actionable insights and recommendations to improve forecast accuracy and scheduling effectiveness.

System Optimization & Support:

• Serve as a subject matter expert (SME) on Genesys WFM tools, driving enhancements and training initiatives.
• Work with IT and vendor teams to implement and optimize WFM system configurations and integrations.

Collaboration & Communication:

• Partner with operations, HR, and training teams to align workforce plans with recruitment, training, and leave planning.
• Act as a mentor to junior WFM analysts and provide cross-functional support as needed.

Experience Required:

• 4–6+ years of experience in Workforce Management within a contact centre environment.
• 2+ years of hands-on experience with Genesys WFM (Cloud CX, Engage, or PureConnect).(Cloud experience versus on premise experience will be advantageous) T
• Strong knowledge of WFM processes including forecasting, scheduling, real-time adherence, and shrinkage management.
• Proven experience in WFM planning in omni-channel or multi-channel environments.
• Strong understanding of customer service metrics, tools, and technologies (Genesys Cloud experience will be advantageous).

Skills Required:

• Proficiency in Genesys WFM platforms and reporting tools.
• Advanced Excel and data analysis skills.
• Experience multi-channel environments will be advantageous

Competencies Required:

• Customer-Centric Mindset
• Digital Fluency
• Analytical thinking and problem-solving
• Attention to detail and accuracy
• Stakeholder communication
• Time management and prioritization
• Technical aptitude and systems thinking
• Flexibility and responsiveness in a dynamic environment

Qualification/s Required:

• Matric
• A tertiary degree or Diploma will be advantageous
• Genesys WFM certification(s)
• Process or workflow improvement qualification will be advantageous

Principles and Attitude:

The incumbent must show a committed alignment to the Values and Guiding Principles of the companys culture, and his/her conduct must exemplify this:

• To enable understanding in our staff and our customers about how money really works through transparency and simplicity
• Affordable mindset: When solving a process/problem – use a technology/automation mindset to ensure that we keep our Affordable promise to our clients
• Anti-Fragility: Talent must be fit for a demanding environment with World Class Standards
• Collaboration: Co-creation of processes that can be used multiple times Globally

Job Type: Full-time

Work Location: In person

At
Altron Digital Business
, we provide the enterprise-grade solutions that organisations need to operate, optimise, and transform into a resilient digital business.

Our purpose is to use technology to transform today into a simpler, safer and smarter tomorrow.

We're committed to providing the best solutions to save money and help our clients' business grow with a robust IT ecosystem that supports digital transformation.

Are you an experienced Integration Analyst, HRIS Consultant, or Systems Specialist with a solid technical foundation and a passion for solving real business problems?

Altron Digital Business is looking for highly capable professionals who want to transition into the world of Workforce Management (WFM).

Who Should Apply?

We're actively looking for candidates with experience in one or more of the following areas:

• Integration (Dell Boomi, Azure Data Factory, SnapLogic, APIs)
• HRIS or Payroll Systems (SAP HCM, Sage, Psiber, Oracle, VIP)
• SQL, Reporting & BI (T-SQL, SSRS, SSIS, Power BI)
• Application Support or Technical Implementation.
• Functional Consulting in ERP/Payroll/HR Systems.

What You'll Do:

• Learn and become certified on UKG WFM platforms (UKG Pro, Workforce Central, etc.)
• Configure and deliver WFM solutions to clients.
• Design and support system integrations between UKG and external platforms (e.g., payroll, HR, time systems)
• Participate in blueprinting (documentation) , UAT, end-user training, and go-live.
• Provide post-go-live support and resolve integration issues.
• Collaborate with internal technical teams and client stakeholders.

What We're Looking For:

• 3+ years in a related field (Integration, HR systems, BI/reporting, support)
• Strong SQL understanding and comfortable working with data.
• Excellent communication and documentation skills.
• Ability to work independently and problem-solve with clients.
• Comfortable with fast-paced learning and certification.
• South Africa based, with own vehicle and license.

Advantages Skills:

• Dell Boomi.
• Cloud Experience (Azure, AWS, GCP)
• Time and Attendance Systems.
• Experience with APIs or file-based data integration.
• Functional understanding of payroll/HR processes.

Why Join Us?

• You'll work with top retail, healthcare, and logistics clients across Africa.
• Full training provided on UKG (Ultimate Kronos Group) platforms.
• Work mostly remotely with limited travel.
• Fast-growing business unit with a strong technical and consulting team.
• Opportunity to grow into a senior integration or functional consultant.

Disclaimer:

Dear Applicant, we appreciate your interest in joining our organization. It is imperative for us that you understand how we handle your information. We are committed to ensuring the security and confidentiality of the information you provide. Your personal details will be collected for the sole purpose of the application process and will be used strictly for that purpose. By applying, you acknowledge and consent to the collection, use, and protection of your personal information in accordance with our privacy policy. If you have any inquiries or concerns, our Human Resource department is available to provide clarification. We look forward to reviewing your application.

Altron is committed to diversity and Employment Equity within the workplace. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates.

Should your experience and qualifications align with the requirements, we will be in contact to discuss the next steps. Should you not receive feedback within 2 weeks, please consider your application as not successful.

In the meantime, we encourage you to explore our company's website.

Forecasting & Capacity Planning: short-term and long-term forecasts for multi-channel (voice, chat, email, etc.) contact volumes, taking into consideration seasonal efforts, alignments with marketing objectives

Scheduling & Automation of scheduling: -Nationally and Internationally, ensuring in line withlabour laws and agreements

Real-Time Management (RTM) & Intraday Monitoring & Reforcasting for demand

Data and Insights - prepare performance reports and Insights (e.g., adherence, occupancy, forecast accuracy, SLA attainment)

System Optimization & Support: Serve as a subject matter expert (SME) on Genesys WFM tools, driving enhancements and training initiatives

Leadership & Collaboration: Mentor Junior WFM's and work cross functionally with Data Science, HR, Training to align workforce plans with recruitment, training, and leave planning

Proficiency in Genesys/Cloud basedWFM platforms & reporting tools.

Advanced Excel and data analysis skills.

Experience multi-channel environments will be advantageous

Matric+Tertiary degree or Diploma ( Analytics/BSC, Data related is preferred)

Genesys WFM certification(s) preferable

Process or workflow improvement qualification will be advantageous

Between 5 - 7 Years

Head of Workforce Management

South Africa (Hybrid)

Permanent | Confidential Appointment | Competitive Package

Our client, a leading organisation within the customer operations sector, is seeking an experienced
Head of Workforce Management
to lead the strategic planning and optimisation of resources across a large-scale, fast-paced environment.

This is a
confidential appointment
for a proven WFM leader who can drive performance, efficiency and service excellence through insight, leadership and innovation.

The Role

As Head of Workforce Management, you'll take ownership of the full workforce planning lifecycle – from long-term forecasting and capacity planning to scheduling and real-time management.

You'll work closely with senior stakeholders to ensure resource plans align with operational goals, commercial targets and customer expectations.

Key Responsibilities

• Lead the workforce management function across multi-site or hybrid operations.
• Deliver accurate forecasting, capacity planning and scheduling to achieve service level and cost targets.
• Oversee real-time performance management and reporting.
• Partner with Operations, Finance and HR to align resource planning with business objectives.
• Drive continuous improvement and innovation across WFM processes, tools and analytics.
• Develop and mentor a high-performing WFM team.

Key Skills & Experience

• Proven experience in workforce management leadership within a large contact centre, shared services, or BPO environment.
• Strong analytical and strategic planning skills with a focus on data-driven decision-making.
• Excellent stakeholder management and influencing skills at senior level.
• Expertise in WFM systems such as NICE, Verint, Calabrio, or similar.
• A collaborative leader with a commercial mindset and passion for operational excellence.

The Opportunity

This is a key strategic role within a respected, high-growth organisation offering genuine influence, autonomy and long-term career potential.

The successful candidate will play a pivotal role in shaping WFM strategy, driving efficiency and improving customer outcomes.

All applications will be treated with
strict confidentiality
.

We're Hiring: Assistant Vice President – Workforce Management for our BPM

Location: Cape Town

Department: Workforce Management

Reports to: VP – WFM

Are you a strategic leader with a passion for people, performance, and process excellence? Join our dynamic team as Assistant Vice President – Workforce Management, where you'll drive operational success through expert coaching, data-driven decision-making, and a high-performing WFM team.

What You'll Do

As the AVP of Workforce Management, you'll be the driving force behind our WFM strategy and execution. You'll lead, coach, and mentor WFM Managers and teams to deliver exceptional service levels and operational efficiency across all accounts.

Key Responsibilities:

• Lead and manage the WFM team to deliver accurate forecasting, scheduling, and real-time queue management.
• Ensure SLA adherence across supported accounts.
• Act as a strategic backup to the VP of WFM.
• Provide ongoing coaching and performance feedback to WFM Managers and staff.
• Champion process improvement initiatives and drive operational excellence.
• Collaborate cross-functionally with Operations, MIS, and Enabling Functions.
• Maintain updated staffing plans and ensure alignment with business goals.
• Monitor team morale and foster a culture of engagement, accountability, and teamwork.
• Handle internal client feedback and escalations with professionalism.
• Conduct monthly performance reviews and drive KPI improvements.

What You Bring

• Proven leadership experience in Workforce Management within a call centre or BPO environment.
• Deep expertise in capacity planning, forecasting, scheduling, and real-time management.
• Strong coaching and mentoring skills with a passion for team development.
• Analytical mindset with the ability to interpret performance metrics and drive results.
• Excellent communication and stakeholder management skills.
• A collaborative spirit and a commitment to continuous improvement.

In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets

Your potential has a place here with TTEC's award-winning employment experience . As a
Workforce Management (WFM) Specialists are
working onsite in
Cape Town, South Africa,
you'll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC.

What You'll Do
Looking for an opportunity to be part of a team? You will beresponsible for meeting client required service levels while also maintaining appropriate in-chair occupancy (IOCC %) and phone occupancy (POCC %) targets to meet TTEC's financial requirements.

During a Typical Day, You'll

• Achieve 100% of accuracy and speed in delivery of requirements (Time management, achievement motivation, results orientation, efficiency, accountability).
• Learn key business objectives, timeframes, and requirements associated with each goal and task (Attention to detail and process, follow-through, technical knowledge, ability to learn, analysis).
• Understand and improve the key success metrics associated with workforce management goals (Observation, innovation, creativity, collaboration, communication).
• Deliver consistent high quality customer service (Customer focus, friendly, helpful, accountability, diplomacy, communication.
• Escalate staffing issues as appropriate (Analysis, problem solving, judgment, communication, system troubleshooting)
• Understanding the contractual parameters of the client; in-chair occupancy, average call handle time; tracking and trending call volume history; tracking associate absenteeism and other components of the overall work flow.
• Provide, coordinate, analyze and consolidate all schedule adherence data in order to deliver processes and project work in a timely and accurate manner following company and client requirements and standards.
• WFM Specialists are expected to have a thorough working knowledge of TTEC's policies and procedures related to WFM duties and client specific requirements and expectations of service level.

What You Bring To The Role

• Strong understanding of TTEC's business, core values, and goals
• Strong interpersonal skills in dealing with a diverse population
• High customer service orientation
• High level of integrity, honesty, and judgment
• Math/statistics and computer proficiency
• Ability to respect and ensure strict confidentiality of customer data.
• Demonstrated multi-tasking capability and proven success in fast paced environment
• Strong attention to detail and desire to follow procedures
• Strong verbal and written communication skills
• Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), or ability to learn technology quickly
• Reporting

What You Can Expect

• Supportive of your career and professional development
• An inclusive culture and community minded organization where giving back is encouraged
• A global team of curious lifelong learners guided by our company values
• Ask us about our paid time off (PTO) and wellness and healthcare benefits
• And yes. a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)

Visit for more information.

About TTEC
Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.

Primary Location
ZA-Western Cape-Cape Town

Assistant Farm Manager – Workforce Management

Swellendam (8 km) | Housing available | Full-time | Salary negotiable

Join our established family-owned citrus operation

We're looking for a hands-on, people-focused Assistant Farm Manager to lead and motivate our citrus and butternut workforce.

What you'll do:

Manage and motivate the labour force

Oversee recruitment, allocation & performance

Support harvest & production activities

Ensure compliance & positive employee relations

What you'll need:

Matric (Grade 12) | Tertiary qualification an advantage

People management / workforce supervision experience

Strong leadership, planning & conflict resolution skills

Valid driver's licence

Apply by 14 October 2025 – send CV to

Job Type: Full-time

Application Question(s):

• Have you previously held a leadership role or managed a team? If so, please provide details.
• For what length of time have you been managing people?
• What type of driver's license do you have?
• Do you have Matric / Grade 12?
• Which languages can you speak?

Work Location: In person

Application Deadline: 2025/10/14

Job Description: Responsible for intra-day management processes for operations located in Cape Town, South Africa. To achieve business service level objectives efficiently. Create and manage reports for internal and external customer.

Responsibilities: Role & Responsibilities:

• Efficiently monitor and manage intra-day staffing, service level and line adherence
• Provide timely, accurate reports on intra-day performance.
• Monitor and drive schedule adherence.
• Communicate effectively with internal and external customers.
• Perform other duties and assignments as directed.

General Skills:

• Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail.
• Incident management skills
• Solid critical thinking, problem solving, and interpersonal skills.
• Demonstrates ability to give and receive feedback with peers and business partners.
• Must demonstrate sound arithmetic, analytical and problem-solving ability.
• Excellent verbal, written and comprehension skills.

Technical Skills:

• Strong Excel skills. Ability to scrub, dissect and shape data, create customized reports.
• Knowledge of WFM systems such as eWFM, Verint/BluePumpkin, IEX, CMS, Genesys and ASPECT etc.

Qualifications: Criteria:

General Skills:

• Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail.
• Incident management skills
• Solid critical thinking, problem solving, and interpersonal skills.
• Demonstrates ability to give and receive feedback with peers and business partners.
• Must demonstrate sound arithmetic, analytical and problem-solving ability.
• Excellent verbal, written and comprehension skills.

Technical Skills:

• Strong Excel skills. Ability to scrub, dissect and shape data, create customized reports.
• Knowledge of WFM systems such as eWFM, Verint/BluePumpkin, IEX, CMS, Genesys and ASPECT etc.

Must have a minimum of 1 year RTA experience

Must have Grade 12/Matric

Responsible for intra-day management processes for operations located in Cape Town, South Africa. To achieve business service level objectives efficiently. Create and manage reports for internal and external customer.