Planning Analyst

Mukuru; Capetown (CA); Remote; USD 70,000 - 90,000; Full time

Job summary

A dynamic company seeks a Planning Analyst to enhance workforce management through effective planning, scheduling, and real-time monitoring. The ideal candidate will possess strong analytical skills and collaborate across departments to optimize service delivery. Join us to contribute to a diverse team and help shape our future success.

Qualifications

• Proven track record in Workforce Management methodologies.
• High level of integrity and discretion with sensitive data.

Responsibilities

• Develop comprehensive long-term plans to meet organizational goals.
• Build and publish accurate and efficient agent schedules.
• Monitor all queues in real time to maintain service level targets.

Skills

Analytical thinking

Problem-solving

Time management

Organizational skills

Cross-functional collaboration

Communication

Education

Grade 12 / Matric

Degree or Diploma in a related field

Job description

The Planning Analyst reports to the Workforce Manager. The Mukuru Contact Centre operates in a dynamic, fast-paced, multi-channel environment, supporting diverse products and customer bases across multiple geographies and languages. Service excellence is at the core of our customer promise, and the ability to match staffing with fluctuating demand is key to meeting our service levels and operational efficiency goals.

The Planning Analyst plays a central role within the Workforce Management team, providing the foundational planning and scheduling functions that support optimal staffing, adherence to SLAs, and operational agility. This role requires a blend of analytical capability, deep operational understanding, and the ability to collaborate across functions to ensure that the contact center remains well-resourced and responsive to business needs.

Key Performance Areas & Role Objectives

Forecasting & Planning

Develop comprehensive long-term plans to meet organizational goals.

Analyze data to inform and support strategic planning decisions.

Optimize resource usage for improved efficiency and effectiveness.

Forecast future needs and trends using market insights and data.

Deliver reports and presentations for senior management.

Collaborate across departments to align planning with strategic goals.

Embrace automation and WFM technology to boost performance.

Scheduling & Rostering

Build and publish accurate and efficient agent schedules.

Ensure adherence to SLAs, business rules, and shrinkage parameters.

Forecast volumes and staffing needs; continuously refine for accuracy.

Monitor schedule adherence and adjust to meet shifting demands.

Coordinate closely with Operations Leads and Real-Time Analysts to ensure headcount coverage.

Real-Time Monitoring

Monitor all queues in real time to maintain service level targets.

Ensure agents are performing within set benchmarks.

React to fluctuations in performance to maintain optimal service delivery.

Stakeholder Collaboration

Act as a key communication point for workforce-related updates.

Proactively inform teams of contact pattern shifts or volume surges.

Work with support teams to adjust routing and workload distribution.

Team Support & Assistance

Provide backup and assistance to the Workforce Manager and team.

Take on task ownership for analysis, reports, and project components.

Offer insights to improve staffing efficiency and reduce overheads.

Compile insightful daily, weekly, and monthly reports.

Monitor KPIs like shrinkage, adherence, and occupancy.

Make informed recommendations to drive better planning outcomes.

Professional Development

Own your performance goals and tracking.

Engage in regular performance and KPI review sessions.

Stay up to date on product, service, and system changes.

ESSENTIAL REQUIREMENTS

Formal Education

Grade 12 / Matric (Essential)

Degree or Diploma in a related field (Desirable)

Proven track record in Workforce Management methodologies

Analytical thinking and strong problem-solving abilities

Time management and organizational skills

Cross-functional collaboration and communication

Proactive, solutions-focused approach

High level of integrity and discretion with sensitive data

I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited” Maybe you are just the future Mukurian we need!!

Should you be appointed in a remote / work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like' environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers.

If you do not receive any response after two weeks, please consider your application unsuccessful.

NB : ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY'S DIVERSITY AND INCLUSION PLANS

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