Resource Planner

Sanlam; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A financial services provider in Cape Town is seeking a dedicated Workforce Manager. In this role, you will monitor workload requirements, configure workforce management systems, and produce staff schedules. Ideal candidates should have a relevant degree and possess excellent analytical and communication skills. The company offers opportunities for growth and emphasizes its commitment to diversity and inclusion. Apply by 27 January 2026 to join a supportive and dynamic team.

Benefits

Opportunities for growth

Supportive workplace environment

Qualifications

• Experience with information technology supporting a contact centre environment.
• Good understanding of resource forecasting processes and modelling.
• Ability to effectively work with senior staff and management in a client contact centre.

Responsibilities

• Monitor, analyse and forecast short- and medium-term workload requirements.
• Produce and publish accurate staff schedules to meet the agreed SLA.
• Communicate with all role-players regarding resource needs.

Skills

Workforce Management Systems

Excellent communication skills

Strong analytical skills

Excellent report-writing skills

Education

Bachelor’s degree in Business Administration and/or Computer Science

Tools

MS Excel

Access

Visual Basics

SQL

Job description

Who are we?

Sanlam Life and Savings (SLS) is focused on serving our retail and corporate clients in South Africa and further developing our strategic advantages in the South African market. Sanlam Life and Savings consists of the following business units Retail Mass, Corporate, Risk and Savings, Glacier and various business enabling functions.

The Sanlam Life and Savings Office provides strategic direction, coordination and support to the four clusters, as well as performing governance oversight that includes assurance provided by second line of defense functions in SLS, to enable us to meet our business objectives.

The Business Shared Services unit is responsible for all the servicing needs of these clients once the new business has been finalised. This includes all incoming service channels e.g. Call, Mail, Fund and Claims Hanover. We also provide back‑office maintenance services including data remediation.

What will you do?

• Monitor, analyse and forecast short‑ and medium‑term workload requirements.
• Configure and optimise the workforce management system.
• Design and implement schedules.
• Communicate with all role‑players regarding resource needs.
• Produce and publish accurate staff schedules to meet the agreed SLA.
• Produce regular internal Forecasting and Scheduling reports to show the achieved levels of accuracy and provide an המקומ detailed analysis of the contributory factors in the case of variances.
• Provide business analysis to support optimisation of processes, resources, and related systems.
• Keep workforce management data up to date.

Role Requirements

Bachelor’s degree in Business Administration and/or Computer Science.

Knowledge And Experience

• Workforce Management Systems
• Good understanding of MS Excel, Access, Visual Basics and Sequel
• Excellent communications skills
• Ability to effectively work with senior staff and management in a client contact centre.
• Solid knowledge of call centre nuances including call patterns, AHT, adherence etc.
• Good understanding of resource forecasting processes and modelling.
• Excellent report‑writing skills.
• Experience with information technology supporting a contact centre environment.

Competencies

• Strong mentoring skills
• Ability to negotiate and influence at all levels across the business.
• Strong analytical skills.
• Presentation skills.
• Excellent interpersonal skills.
• Ability to work to tight deadlines.
• Excellent customer service skills.

Knowledge And Skills

• Resources scheduling
• Call centre workflow management
• Call centre forecasting
• Tracking and reporting
• Policies and procedures

Personal Attributes

• Decision quality – contributing independently
• Resourcefulness – contributing independently
• Optimises work processes – contributing independently
• Builds effective teams – contributing independently

Build a successful career with us

We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and your achievements. We pride ourselves in helping our employees to realise their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

Core Competencies

• Cultivates innovation – contributing independently
• Customer focus – contributing independently
• Drives results – contributing independently
• Being resilient – contributing independently
• Collaborates – contributing independently

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.

ישט Closing Date: 27 January 2026

Our commitment to transformation

The Sanlam Group is committed to achieving transformation and embraces diversity. This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa. The Group’s Employment Equity plan and targets will be considered as part of the selection process.