Senior Workforce Management Planner

The Skills Mine; Johannesburg; On-site; ZAR 300,000 - 400,000; Full time

Job summary

A leading consulting firm in Johannesburg seeks a Workforce Management Analyst to provide forecasts for contact volumes and optimize staffing solutions. You will analyze data trends, collaborate across teams, and utilize Genesys WFM tools to enhance operations. You should have a Bachelor's degree and several years of relevant experience in a contact center environment. This role offers growth opportunities and a chance to mentor junior analysts.

Qualifications

• 4 to 6 years of experience in Workforce Management within a contact centre environment.
• Minimum of 2+ years' experience with Genesys WFM.
• Process/Workflow Improvement qualification preferred.

Responsibilities

• Analyze historical data to produce forecasts for contact volumes.
• Collaborate with leadership to align forecasts with business initiatives.
• Create resource plans to meet forecasted demand.

Skills

Workforce Management

Forecasting

Data Analysis

Genesys WFM

Process Improvement

Education

Bachelor's Degree in Statistics, Mathematics, Data Science or related field

Tools

Genesys WFM (Cloud CX, Engage, or PureConnect)

Job description

Requirements

• A Bachelor’s Degree in Statistics, Mathematics, Data Science, Business Management, or any relevant field, with a strong emphasis on forecasting, analytics, and workforce / operations planning.
• A Genesys WFM certification / s
• Process / Workflow Improvement qualification (advantageous)
• A minimum experience of 4 to 6 years’ in Workforce Management within a contact centre environment
• A minimum experience of 2+ years’ with Genesys WFM (Cloud CX, Engage, or PureConnect; cloud experience preferred over on-premise)

Responsibilities

• Analyze historical data and trends to produce short-term and long-term forecasts for multi-channel (voice, chat, email, etc.) contact volumes.
• Collaborate with business units and leadership to align forecasts with marketing, seasonal trends, and business initiatives.
• Create resource plans to meet forecasted demand while optimizing cost and efficiency.
• Design and maintain agent schedules across locations and time zones, ensuring optimal coverage and adherence to labour laws and agreements.
• Apply scheduling best practices within Genesys WFM (Cloud or Engage) to automate and enhance workforce deployment.
• Monitor service levels and staffing in real-time; take proactive steps to adjust staffing or reforecast when necessary.
• Coordinate with operations to respond to unplanned events (e.g., system outages, high call volumes).
• Generate and distribute performance reports (e.g., adherence, occupancy, forecast accuracy, SLA attainment).
• Deliver actionable insights and recommendations to improve forecast accuracy and scheduling effectiveness.
• Serve as a subject matter expert (SME) on Genesys WFM tools, driving enhancements and training initiatives.
• Work with IT and vendor teams to implement and optimize WFM system configurations and integrations.
• Partner with operations, HR, and training teams to align workforce plans with recruitment, training, and leave planning.
• Act as a mentor to junior WFM analysts and provide cross-functional support as needed.