Workforce Analyst: Contact Center Analytics & Optimization

The Travel Corporation; Johannesburg; On-site; ZAR 320,000 - 520,000; Full time

Job summary

The Travel Corporation in Johannesburg is seeking a skilled Workforce Planning Analyst to optimize contact centre staffing and performance. You will analyze historical, current, and projected data to ensure adequate resourcing and improved service delivery across our centres.

The role requires advanced Excel, strong data analysis skills, and experience in a contact centre environment. You will collaborate with global teams and support change initiatives to drive efficiency.

Qualifications

• Strong Excel skills and solid MS Office proficiency.
• Experience in contact centres and workforce planning/real-time analysis.
• Ability to analyze data, generate insights, and support decision-making.

Responsibilities

• Deliver schedules and rosters to ensure adequate coverage.
• Produce reports on workforce performance for leadership.
• Monitor real-time contact centre performance to meet service levels.
• Provide insights from historical and current data to improve efficiency.
• Collaborate with global counterparts on workforce projects.

Skills

Advanced Excel

Data analysis

Workforce planning

Reporting

Education

High School diploma

Tools

MS Office

Job description

The Travel Corporation in Johannesburg is seeking a skilled Workforce Planning Analyst to optimize contact centre staffing and performance. You will analyze historical, current, and projected data to ensure adequate resourcing and improved service delivery across our centres.

The role requires advanced Excel, strong data analysis skills, and experience in a contact centre environment. You will collaborate with global teams and support change initiatives to drive efficiency.