Workforce Planning Manager

In this key role, you’ll develop and execute workforce strategies to ensure the right people are in the right place at the right time. You’ll manage forecasting, scheduling and real-time performance, while coaching and leading a small planning team to support operational excellence as we scale. Bellville-based contact centre.

• Forecasting call volumes and staffing requirements

• Creating efficient schedules to meet service levels and manage costs

• Monitoring real-time performance and adjusting plans as needed

• Analysing data and providing proactive insights to drive improvement

• Leading, mentoring and developing the WFM team

• Partnering with managers across the business to plan resources effectively

• Maintaining WFM systems and ensuring compliance with labour legislation

• Minimum 2 years’ experience in a contact centre workforce planning leadership role

• Strong understanding of WFM systems, KPIs and scheduling software

• Excellent analytical, planning and stakeholder management skills

• Matric (Bachelor’s degree an advantage)

• Credit and Criminal Clear

• Medical aid fully covered for main member