Strategic Workforce Planning Lead – Call Center

Old Mutual; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading financial services company in Johannesburg is looking for a Workforce Planner Lead. You will be responsible for overseeing the workforce planning team, developing forecasts for call volumes, and ensuring optimal staffing. The ideal candidate has strong analytical skills and experience with workforce management tools. A Bachelor's degree in a related field is required. This role offers competitive compensation and opportunities for growth.

Qualifications

• 5+ years of experience in workforce planning or staffing analysis.
• Familiarity with forecasting methodologies and workforce management practices.

Responsibilities

• Oversee the workforce planning team to meet call centre targets.
• Develop forecasts of call volumes and staffing needs.
• Create agent schedules according to forecasted demand.
• Monitor and adjust schedules to optimize service levels.

Skills

Strong analytical and problem-solving skills

Proficiency with workforce management tools (e.g., NICE, Verint, Genesys WFM)

Excellent communication and collaboration abilities

Experience in a contact centre or similar fast-paced environment

Education

Bachelors Degree in Business Administration, Statistics or related field

NQF Level 7 - Degree, Advance Diploma or Postgraduate Certificate or equivalent

Job description

A leading financial services company in Johannesburg is looking for a Workforce Planner Lead. You will be responsible for overseeing the workforce planning team, developing forecasts for call volumes, and ensuring optimal staffing. The ideal candidate has strong analytical skills and experience with workforce management tools. A Bachelor's degree in a related field is required. This role offers competitive compensation and opportunities for growth.