Workforce Planner

Capitec; Cape Town; On-site; ZAR 420,000 - 560,000; Full time

Job summary

Capitec is seeking a Workforce Planner to partner with relevant teams in Cape Town to forecast volumes, AHT, and headcount for our contact centre. You will manage staffing projections, identify bottlenecks, and support daily operations and planning with robust data insights.

The role requires 3+ years in workforce planning, experience with WFM tools, and the ability to present clear recommendations to senior management across cross-functional teams.

Qualifications

• 3 years' workforce planning and scheduling in a contact centre.
• Experience forecasting volume, AHT, and headcount.
• Experience using workforce management tools.
• Ability to present findings in reports and forecasts to senior management.

Skills

Communications

Analytical Skills

Planning & Coordination

Numerical Reasoning

Interpersonal & Relationship

Reporting Skills

Problem Solving

Attention to Detail

Negotiation

Commercial Thinking

Computer Literacy

Education

Grade 12 / Vocational

Tertiary qualification in IT or Business Management

Bachelor's Degree in IT or Business Management

Tools

MS Word

MS Excel

MS Outlook

Job description

Purpose Statement

To partner with relevant teams to attain accurate staffing projections and manage the respective workforce operations, including systems and users, identifying potential bottlenecks, conducting detailed/objective analysis so that the necessary data and information is available for on-going daily operations and planning.

Experience

Minimum:

• 3 years’ workforce planning, scheduling experience with at least 1 years’ experience working in a contact centre type environment
• Practical experience conducting analysis and generating volume forecasts, AHT forecasts, and headcount models.
• Experience using workforce management tools/software
• Exposure to analysis and presenting of findings in reports, forecasts, trends, and recommendations to the team and senior management

Ideal

• Technical understanding of Capitec Bank’s integrated systems, structure and infrastructure

Qualifications (Minimum)

• Grade 12 National Certificate / Vocational
• A relevant tertiary qualification in Information Technology or Business Management

Qualifications (Ideal Or Preferred)

• ​Bachelor's Degree in Information Technology - Computer Science or Business Management

Knowledge

• Knowledge of Capitec Bank policies, procedures and products and / or Capitec Bank Contact Centre Operations
• Client relationship principles and environment
• Understanding of process in the relevant business area
• Regulations relating to predictive diallers
• Liaising with internal stakeholders

Skills

• Communications Skills
• Computer Literacy (MS Word, MS Excel, MS Outlook)
• Commercial Thinking Skills
• Negotiation skills
• Reporting Skills
• Analytical Skills
• Problem solving skills
• Interpersonal & Relationship management Skills
• Attention to Detail
• Planning, organising and coordination skills
• Numerical Reasoning skills

Conditions of Employment

• Clear criminal and credit record

Capitec is committed to diversity and, where feasible, all appointments will support the achievement of our employment equity goals.