Workforce Management Planner

The Recruiters; Johannesburg; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A vibrant luxury brand in Johannesburg is looking for a Workforce Management Planner to develop capacity plans and optimise schedules across various geographies. The ideal candidate has over 5 years of experience in workforce planning and proficiency in advanced WFM tools. Excellent analytical skills and a strong understanding of forecasting methodologies are essential for this role.

Qualifications

• 5+ years experience in Workforce Planning within a global or multi-region contact centre.
• Proficiency in WFM planning tools.
• Strong knowledge of forecasting methodologies and workforce analytics.

Responsibilities

• Leverage advanced WFM tools to develop capacity plans.
• Create optimised schedules and analyse performance trends.

Skills

Workforce Planning

WFM tools proficiency

Forecasting methodologies

Analytical skills

Tools

NICE

Calabrio

Verint

Genesys

Playvox

Job description

Our client is a vibrant, cosmopolitan, European luxury brand in the leisure industry. They currently have a vacancy for a Workforce Management Planner.

The WFM Planner will leverage advanced WFM tools to develop capacity plans, create optimised schedules, and analyse performance trends across multiple geographies and time zones.

Requirements :

• 5+ years experience in Workforce Planning within a global or multi-region contact centre.
• Proficiency in WFM planning tools (e.g., NICE, Calabrio, Verint, Genesys, Playvox).
• Strong knowledge of forecasting methodologies, scheduling models, and workforce analytics.
• Experience working with ACD / IVR systems and understanding routing strategies.
• Familiarity with global labour law requirements, particularly in multi-region planning environments.
• Advanced Excel and analytical skills; experience with BI tools a plus.