Workforce Capacity Manager - Nutun

Trending Talent Solutions; Durban; On-site; ZAR 30 000 - 70 000; Full time

Job summary

An established industry player is seeking a Capacity Manager to lead expert resourcing leadership for their contact center solutions. This role involves developing and maintaining capacity plans, forecasting staffing needs, and collaborating with recruitment and training teams. The ideal candidate will have a strong background in workforce management, analytical skills, and the ability to translate data into actionable strategies. Join a dynamic team committed to creating a culture of empowerment and accountability, where your contributions will directly impact the success of the organization.

Qualifications

• 5+ years of experience in workforce management or capacity planning.
• Strong analytical and forecasting skills with workforce planning tools.

Responsibilities

• Develop and maintain capacity plans across all business units.
• Forecast staffing requirements and conduct staffing gap analyses.
• Drive improvements in forecasting accuracy and workforce planning processes.

Skills

Workforce Management

Capacity Planning

Analytical Skills

Forecasting

Stakeholder Management

Data Interpretation

Education

Bachelor's Degree in Business

Bachelor's Degree in Operations Management

Bachelor's Degree in Statistics

Tools

Verint

NICE

Aspect

Excel

Job description

We are a people orientated business that provides outsourced contact centre solutions and specializes in customer life cycle management. Our people are our most important asset. We create a culture of empowerment and accountability with a focus on skills, talent, and career development for all our people within the business. Our highly engaged environment displays our passion to create a great place for our people to work and it is teamwork that drives our success.

Job Purpose:

Nutun CX is currently seeking a Capacity Manager. You will be leading expert Resourcing leadership to clients to deliver solutions through collaboration for Nutun CX.

Job Objectives:

• Develop and maintain long-term and short-term capacity plans across all business units.
• Forecast staffing requirements based on historical data, seasonal trends, business growth, and client volumes.
• Partner with recruitment and training teams to ensure timely ramp-up of new hires based on projected needs.
• Conduct regular staffing gap analyses and recommend corrective actions (e.g., hiring, cross-skilling, overtime, shift adjustments).
• Lead workforce planning meetings with key stakeholders to review performance, forecasts, and risks.
• Maintain accurate headcount data and capacity dashboards to support data-driven decisions.
• Monitor shrinkage trends (planned and unplanned) and incorporate them into capacity models.
• Collaborate with finance to align capacity planning with budget constraints and financial forecasts.
• Support business continuity and disaster recovery planning from a capacity perspective.
• Drive improvements in forecasting accuracy, planning tools, and workforce planning processes.
• Working with Workforce Teams in problem-solving, trouble shooting and issue resolution.
• Education and Experience Requirements:
• Minimum 5 years of workforce management or capacity planning experience in a BPO or contact center environment.
• Strong analytical and forecasting skills; experience with workforce planning tools (e.g., Verint, NICE, Aspect, Excel).
• Solid understanding of contact center metrics (AHT, occupancy, shrinkage, utilization, Attrition, etc.).
• Experience in multi-site or global BPO operations is an advantage.
• Excellent communication and stakeholder management skills.
• Ability to lead strategic discussions and translate data into actionable workforce strategies.
• Bachelor's degree in Business, Operations Management, Statistics, or related field (preferred)

Essential Competencies:

• Accuracy and attention to detail
• A methodical approach
• The ability to analyse, interpret and report on data
• Strategic Workforce Planning
• Data-Driven Decision Making
• Global Skate Holder Management
• Operational Agility
• Risk Management & BCP Planning
• Financial Acumen.

We endeavour to provide feedback to all candidates whenever possible, however, if you do not hear from us within 14 days from the closing date, please consider your application unsuccessful. All positions will be filled in accordance with our Group Employment Equity plan.

Durban

Published Date: 30 April 2025

Closing Date: 09 May 2025