Takealot - Senior Capacity Planner (Workforce) Cape Town

Takealot Group; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Takealot Group in Cape Town is seeking a Senior Capacity Planner (Workforce) to lead capacity planning, forecasting, and staffing optimization for our customer service teams in South Africa.

You will partner with operations, workforce management, and IT to deliver accurate plans, real-time adherence, and performance reporting, while driving continuous improvement and data-driven decisions.

Qualifications

• Bachelor’s degree in business, operations management, statistics or related field.
• A postgraduate qualification in contact centre management or operations would be advantageous.
• At least 5 years of experience in capacity planning or workforce management in a contact centre.
• Strong analytical skills to interpret data, trends and metrics.
• Proficiency with workforce management software and data analysis tools.

Responsibilities

• Develop and maintain capacity plans aligned with business goals.
• Forecast workload and staffing requirements using forecasting models.
• Manage staffing levels, scheduling, and real-time adherence.
• Monitor contact centre performance metrics and adjust plans accordingly.
• Collaborate across operations, workforce management and other teams.
• Identify and implement process improvements for planning accuracy.
• Prepare and present capacity planning reports to stakeholders.
• Leverage technology to support capacity planning and forecasting.
• Identify and mitigate risks related to capacity planning.
• Ensure compliance with regulations and internal policies.

Skills

SQL Proficiency

WFM Software

Microsoft Excel

Data Visualization

Forecasting Models

Quality Management

Communication Tools

Project Management

Continuous Improvement

Education

Bachelor’s degree in business/ops/statistics

Tools

Verint

Aspect

Genesys

Tableau

Power BI

Job description

Takealot - Senior Capacity Planner (Workforce)

Cape Town

takealot.com , a leading South African online retailer, is looking for a highly talentedCustomer Service-SeniorCapacity Plannerto join our team in Cape Town.

We are a young, dynamic, hyper growth company looking for smart, creative, hard- working people with integrity to join us. We offer a market related, Total Remuneration Package which allows full flexibility according to your needs, a great work environment and a promise that you won’t be bored as long as you are prepared for a challenge and want to build something great

This position reports into theHead of Customer & Business Support Operations.

Your Responsibilities will include:

• Capacity Planning: Develop and maintain capacity plans that align with business goals and ensure optimal resource utilization.
• Forecasting and Analysis: Utilize forecasting models and data analysis to predict future workload and staffing requirements.
• Resource Optimization: Manage staffing levels, scheduling, and real-time adherence to maximize efficiency and meet service level objectives.
• Performance Monitoring: Monitor contact center performance metrics and adjust capacity plans as needed to meet or exceed targets.
• Cross-functional Collaboration: Work closely with operations, workforce management, and other teams to coordinate staffing and scheduling activities.
• Process Improvement: Identify and implement process improvements to enhance capacity planning accuracy and efficiency.
• Reporting and Communication: Prepare and present capacity planning reports and recommendations to stakeholders at all levels of the organization.
• Technology Utilization: Leverage technology and tools to support capacity planning and forecasting activities.
• Risk Management: Identify and mitigate risks related to capacity planning and workforce management.
• Compliance: Ensure compliance with relevant regulations and internal policies related to capacity planning and workforce management.

Attributes Required:

• SQL Proficiency: Ability to write and execute SQL queries to extract and manipulate data from databases, such as customer relationship management (CRM) systems, to support capacity planning and forecasting activities.
• Workforce Management Software: Experience with workforce management software, such as Verint, Aspect, or Genesys, to create and manage staffing schedules, track adherence, and generate reports.
• Microsoft Excel: Advanced knowledge of Microsoft Excel, including the ability to use advanced functions, pivot tables, and macros to analyze data and create reports for capacity planning purposes.
• Data Visualization Tools: Familiarity with data visualization tools, such as Tableau or Power BI, to create visually appealing and informative dashboards and reports for stakeholders.
• Forecasting Models: Experience with statistical forecasting models and techniques to predict future workload and staffing requirements based on historical data and trends.
• Quality Management Systems: Knowledge of quality management systems, such as Six Sigma or Lean, to identify and implement process improvements related to capacity planning and workforce management.
• Communication and Collaboration Tools: Proficiency in communication and collaboration tools, such as Microsoft Teams or Slack, to facilitate communication and collaboration with team members and stakeholders.
• Project Management Skills: Strong project management skills to effectively plan and execute capacity planning projects, including identifying requirements, developing timelines, and managing resources.
• Continuous Improvement Mindset: A mindset focused on continuous improvement, with the ability to identify opportunities for process improvement and efficiency gains in capacity planning and workforce management processes.

Qualifications and Experience:

• Education: Bachelor's degree in business, operations management, statistics, or a related field. A postgraduate qualification or certification in contact center management or operations would be advantageous.
• Experience: At least 5 years of experience in a capacity planning or workforce management role within a contact center environment, preferably in the e-commerce industry.
• Analytical Skills: Strong analytical skills with the ability to interpret data, trends, and metrics to inform capacity planning decisions.
• Technical Skills: Proficiency in workforce management software and tools, as well as advanced knowledge of Microsoft Excel or similar data analysis tools.
• Communication Skills: Excellent written and verbal communication skills, with the ability to effectively communicate complex concepts to stakeholders at all levels of the organization.
• Problem-Solving Skills: Strong problem-solving skills with the ability to think creatively and develop innovative solutions to capacity planning challenges.
• Teamwork and Collaboration: Ability to work effectively in a cross-functional team environment, collaborating with operations, workforce management, and other teams to achieve common goals.
• Attention to Detail: Strong attention to detail and accuracy in forecasting and capacity planning activities.
• Adaptability: Ability to adapt to changing priorities and work effectively in a fast-paced, dynamic environment.
• Industry Knowledge: Knowledge of the e-commerce industry and its unique challenges and opportunities related to capacity planning and workforce management.
• Compliance Knowledge: Familiarity with relevant regulations and best practices related to capacity planning and workforce management within the South African context

The Environment:

• takealot.com employees are entrepreneurial and dynamic, smart, customer-centric, fun and have the shared ambition of takealot.com being the leading e-commerce company in Africa.
• We have fun, work hard, take ownership, work in teams to create solutions, and are always open to direct feedback/new ideas on where we can improve.
• We are short on ego and high on output.
• We are doers and not only thinkers, its all in the execution after all.
• We love what we do and what we are creating.

We seek to Employ anExtra Ordinary Mindwho:

• is respectful but forthright
• is an expert at doing, who can not only design but also execute
• is analytical, able to use data to make decisions
• is competitive, self-directed and strive to be the BEST (GREAT requires a lot of work and does not only happen during business hours
• ispassionate about the potential of e-commerceand delivering aworld-class customer experience
• isentrepreneurial,thrives under changeand accepts it is a constant and alwayslooks for solutionsto do something better and faster
• is business SMART. Able to think about problems from a business perspective using technical and product input;
• is curious and challenge the status quo
• is innovative and enjoys iteration
• is collaborative
• will be at the cutting edge of developing new concepts for takealot.com
• thinks like an ownerof the business
• isSMART, has INTEGRITYandis HARD WORKING

If you meet the above you are anExtraordinary Mindso come and join us!

Takealot is an Equal Opportunity Employer. We encourage applicants from the previously disadvantaged groups and people with disabilities,to apply.