Dynamic Workforce Planner – Forecasting & Scheduling

Hollywoodbets; South Africa; On-site; ZAR 420,000 - 660,000; Full time

Benefits offered by this job

Diploma/Degree

Job summary

Hollywoodbets invites applications for a Workforce Planner based in Umhlanga, Kwa-Zulu Natal. You will balance staffing with call volumes, generate reports, and forecast staffing needs daily, weekly, monthly, and annually.

This is a role for a proactive planner eager to optimize scheduling and workforce efficiency. The ideal candidate brings 3–5 years in dialer-driven contact centre operations and strong Excel skills, with a diploma/degree as a bonus.

Qualifications

• 3–5 years dialer experience in contact centre operations
• 3–5 years experience in scheduling and workforce planning
• Experience with dialer software
• Proficient in MS Excel, Word and PowerPoint
• Real-time adherence principles

Responsibilities

• Creates reports and dashboards on historical data and forecasting results.
• Analyses and develops weekly recommendations for scheduling and uses staffing requirements, call center and operations schedules to determine required staffing levels to meet commitments.
• Creates integrated database tracking tools for staffing shrinkage patterns to optimize staffing forecasts.
• Monitors site/s to ensure optimal staffing levels.
• Adjust intraday forecasts to determine required staffing levels using current trends and historical data.
• Runs and analyzes reports to make recommendations for adjusting staffing levels to meet productivity goals.
• Provides real-time discussions with necessary stakeholders.
• Forecasting and scheduling with operational teams to deliver a unified contact strategy.
• Performs root-cause analysis to improve forecast accuracy and effectiveness.
• Inputs daily exceptions, updates schedules and handles escalated ad-hoc requests.

Skills

Dialer experience

Scheduling

Workforce planning

Real-time adherence

MS Excel

Tools

Dialer software

IEX

Job description

Hollywoodbets invites applications for a Workforce Planner based in Umhlanga, Kwa-Zulu Natal. You will balance staffing with call volumes, generate reports, and forecast staffing needs daily, weekly, monthly, and annually.

This is a role for a proactive planner eager to optimize scheduling and workforce efficiency. The ideal candidate brings 3–5 years in dialer-driven contact centre operations and strong Excel skills, with a diploma/degree as a bonus.