WFM Scheduler & Intraday Forecasting Lead

Tracker South Africa; Gauteng; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading company in contact center operations in Gauteng is seeking a Resource Planner. This role involves daily updates to workforce management systems, forecasting staffing needs, optimizing agent schedules, and analyzing data to improve efficiency. The ideal candidate will have at least 2 years of WFM experience, strong problem-solving skills, and familiarity with call center operations. Benefits include medical aid and provident fund contributions.

Benefits

Medical Aid

Provident Fund

Qualifications

• 2 years minimum experience in Workforce Management including forecasting and scheduling.
• 1 year in a leadership role.
• 3 years call center experience.

Responsibilities

• Forecast staffing needs and create agent schedules.
• Monitor real-time adherence and adjust staffing as necessary.
• Communicate effectively with business areas regarding data insights.

Skills

Forecast staffing requirements

Data analysis

Proactive management

Excellent problem-solving ability

Results-driven

Education

Matric Certification or equivalent

Diploma or Degree in IT

Tools

MS Office (Word, Excel, PowerPoint)

Job description

A leading company in contact center operations in Gauteng is seeking a Resource Planner. This role involves daily updates to workforce management systems, forecasting staffing needs, optimizing agent schedules, and analyzing data to improve efficiency. The ideal candidate will have at least 2 years of WFM experience, strong problem-solving skills, and familiarity with call center operations. Benefits include medical aid and provident fund contributions.