Strategic Workforce Planner for Global Ops

Keen; Cape Town; On-site; ZAR 420,000 - 540,000; Full time

Benefits offered by this job

Medical Insurance

Attendance & Timeliness Bonus

Transport Allowance

Monthly Performance Bonus

Birthday Leave

Professional Development Budget

Job summary

Keen, a global digital operations partner, is seeking an experienced Workforce Management Analyst in Cape Town. You will forecast demand, build staffing models, and create schedules to meet service levels across client programmes.

This hands-on role requires independence, strong Excel/Sheets skills and the ability to translate growth plans into concrete staffing and ramp-up requirements. flexible schedules and a 24/7/365 support mindset are valued.

Qualifications

• 4+ years of hands-on WFM experience in a BPO/contact centre or digital operations environment.
• Forecasting, scheduling, capacity planning and staffing analysis experience.
• Experience supporting multiple channels (email, chat, voice, back-office or tickets).
• Experience with international clients or global operating windows.
• Strong Excel/Google Sheets skills and ability to build dashboards from scratch.
• Excellent analytical, problem-solving and communication skills.

Responsibilities

• Build weekly and monthly forecasts based on contact volumes, AHT, productivity, seasonality and service-level requirements.
• Develop staffing models and capacity plans to identify workforce requirements and risks.
• Create schedules that balance client coverage, service levels, occupancy and availability.
• Calculate shrinkage and account for leave, absenteeism, training, attrition and other constraints.
• Translate client growth plans into staffing, recruitment, training and ramp-up needs.
• Build and maintain workforce dashboards, reports and models using Excel, Sheets or similar tools.
• Analyse forecast vs actual performance and use insights to improve planning.
• Partner with Operations, Recruiting, Training, HR and Client Success to align workforce plans with business needs.
• Establish and improve scalable WFM processes, reporting standards and planning methodologies.

Skills

WFM experience

Forecasting

Scheduling

Capacity planning

Staffing analysis

Excel/Google Sheets

Analytical skills

Communication skills

Independent work

Tools

NICE IEX

Verint

Calabrio

Playvox

Assembled

Zendesk

Gorgias

Intercom

Salesforce

Job description

Keen, a global digital operations partner, is seeking an experienced Workforce Management Analyst in Cape Town. You will forecast demand, build staffing models, and create schedules to meet service levels across client programmes.

This hands-on role requires independence, strong Excel/Sheets skills and the ability to translate growth plans into concrete staffing and ramp-up requirements. flexible schedules and a 24/7/365 support mindset are valued.