Forecast & Scheduling Lead – Contact Center Ops

Winning Form; Durban; On-site; ZAR 420,000 - 660,000; Full time

Job summary

Hollywoodbets in Umhlanga, Kwa-Zulu Natal, is seeking a Workforce Planner to join the Purple Team. You will balance staffing with call volume, collect data, and generate reports to forecast staffing needs on daily, weekly, monthly, and annual cycles.

You will create dashboards, analyze scheduling, monitor real-time adherence, and coordinate with operations and vendors to optimize capacity. A Diploma or Degree is a plus; 3–5 years in contact centre dialer and scheduling roles are preferred.

Qualifications

• 3-5 years dialer experience in Contact Centre operations with proven track record.
• 3-5 years experience in Contact Centre operations.
• Experience with dialer software.
• Experience with scheduling and workforce planning.
• Proficient in MS Excel, Word and Powerpoint.
• Matric.
• Real-time adherence principles.

Responsibilities

• Creates reports and dashboards on historical data and forecasting results from applicable systems.
• Analyzes and develops weekly recommendations for scheduling and uses staffing requirements, call center and operations schedules to determine required staffing levels.
• 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 by projecting call volumes and durations.
• Runs and analyzes reports to make recommendations for adjusting staffing levels to meet productivity and profitability goals.
• Facilitates 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.
• Manages daily exceptions, updates schedules and responds to escalated issues.
• Creates mitigation plans for capacity risks and coordinates with operating units.
• Co-ordinates with operations and planning to forecast demand for the site.
• Analyzes daily, weekly, monthly reporting of KPIs and performance.
• Provides insights to drive future strategic decisions.
• Coordinates with vendors to diagnose and repair contact center issues.
• Performs other duties as needed.
• Manages Workforce Management Tool (Excel + IEX) for forecasting, scheduling and reporting.
• Prepares Monthly iBranch management reports and trend reporting.

Skills

Dialer experience

Scheduling

Workforce planning

Excel

Word

PowerPoint

Real-time adherence

Education

Diploma/Degree

Tools

Dialer software

IEX

Job description

Hollywoodbets in Umhlanga, Kwa-Zulu Natal, is seeking a Workforce Planner to join the Purple Team. You will balance staffing with call volume, collect data, and generate reports to forecast staffing needs on daily, weekly, monthly, and annual cycles.

You will create dashboards, analyze scheduling, monitor real-time adherence, and coordinate with operations and vendors to optimize capacity. A Diploma or Degree is a plus; 3–5 years in contact centre dialer and scheduling roles are preferred.