Senior Workforce Planner – Contact Center Forecasting

Hollywoodbets; Durban; On-site; ZAR 420,000 - 600,000; Full time

Job summary

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

You’ll create dashboards, analyze scheduling, and develop intraday forecasts with operations to optimize capacity and profitability. A Diploma/Degree and 3–5 years in contact centre scheduling 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
• 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 to ensure the organization’s ability to meet operational commitments.
• Creates integrated database tracking tools for staffing shrinkage patterns (vacation, sick, training, etc.) to optimize staffing forecasts.
• Monitors site/s to ensure optimal staffing levels.
• Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
• Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
• Facilitates real-time discussions with necessary stakeholders.
• Forecasting and scheduling, working alongside operational teams, to deliver a unified contact strategy.
• Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
• Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.
• Creating mitigation plans for capacity risks or gaps by managing dependencies across operating units
• Co-ordinating with operations and the planning team to analyze historical data and forecast demand for that site.
• Managing the analysis of daily, weekly, and monthly reporting of performance via Key Performance Indicators (e.g., service level, real time adherence, schedule adherence).
• Real time and historic analysis of performance to help generate awareness which can then be used to create future strategic decisions.
• Co-ordinate with vendors to diagnose and repair call center issues.
• Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.
• Providing the optimal workforce and capacity planning solutions for the upcoming initiatives and new service launches.
• Day to day management of the Workforce Management Tool (currently Excel + Morne) for effective forecasting, scheduling and reporting.
• Monthly iBranch management meeting reporting, trend reporting, resource management reporting etc.
• Any other ad-hoc duties that might be required.

Skills

Dialer experience

Scheduling

Workforce planning

MS Excel

MS Word

PowerPoint

Real-time adherence

Education

Diploma/Degree

Tools

Dialer software

Job description

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

You’ll create dashboards, analyze scheduling, and develop intraday forecasts with operations to optimize capacity and profitability. A Diploma/Degree and 3–5 years in contact centre scheduling are preferred.