Workforce Planner Lead

Old Mutual Limited; Johannesburg; On-site; ZAR 500 000 - 700 000; Full time

Job summary

A leading company in South Africa is seeking a Workforce Planner Lead to oversee the workforce planning team. This role focuses on optimizing staffing levels, advanced forecasting, and strategic planning to enhance call center performance. The ideal candidate will possess strong analytical skills, experience in a fast-paced environment, and a relevant degree. Join us to drive efficiency and productivity within our dynamic team.

Qualifications

• Experience in a contact centre or similar fast-paced environment preferred.

Responsibilities

• Develop and maintain accurate short-term and long-term forecasts.
• Create and manage agent schedules to align with forecasted demand.
• Monitor real-time performance and make intraday adjustments.

Skills

Analytical Skills

Problem Solving

Communication

Collaboration

Education

Bachelor's Degree in Business Administration

NQF Level 7 - Degree

Tools

NICE

Verint

Genesys WFM

Job description

Job Description

The Workforce Planner Lead is responsible for overseeing the workforce planning team and ensuring optimal staffing levels to meet call center performance targets.

This role involves advanced forecasting, strategic planning, and leadership to drive efficiency and productivity within the call center.

Responsibilities

1. Develop and maintain accurate short-term and long-term forecasts of call volumes and staffing requirements.
2. Create and manage agent schedules to align with forecasted demand and service level agreements.
3. Monitor real-time performance and make intraday adjustments to optimize productivity and service levels.
4. Collaborate with team leaders and operations to manage shrinkage, absenteeism, and schedule adherence.
5. Analyze workforce metrics and trends to identify areas for improvement and support strategic decision-making.
6. Provide regular reports and recommendations to management on workforce planning performance.

Skills & Experience

• Strong analytical and problem-solving skills.
• Proficiency with workforce management tools (e.g., NICE, Verint, Genesys WFM).
• Excellent communication and collaboration abilities.
• Experience in a contact centre or similar fast-paced environment preferred.

Qualifications

Bachelor's Degree in Business Administration, Statistics, or related field.

Skills

• Action Planning
• Agile Project Management
• Change Management
• Executing Plans
• Legal Practices
• Occupational Safety and Health
• Oral Communications
• Policies & Procedures
• Professional Presentation
• Project Delivery Management
• Safety Management
• Servant Leadership

Core Competencies

• Builds Effective Teams
• Communicates Effectively
• Customer Focus
• Directs Work
• Drives Engagement
• Drives Results
• Ensures Accountability
• Financial Acumen

Education

NQF Level 7 - Degree, Advanced Diploma, or Postgraduate Certificate or equivalent.

Closing Date

11 May, 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.