Workforce Planner

Hollywoodbets; Durban; On-site; ZAR 420,000 - 600,000; Full time

Job summary

Hollywoodbets invites a Workforce Planner to join the Purple Team in Umhlanga, Kwa-Zulu Natal. You will balance staffing with work volume, collect organizational data, and generate reports to forecast staffing needs on daily, weekly, monthly and annual cycles.

You’ll create dashboards, analyze scheduling, and develop intraday forecasts with operations to optimize capacity and profitability. A Diploma/Degree and 3–5 years in contact centre scheduling are preferred.

Qualifications

• 3-5 years dialer experience in Contact Centre operations with proven track record.
• 3-5 years experience in Contact Centre operations
• Experience with dialer software
• Experience with scheduling and workforce planning
• Proficient in MS Excel, Word and Powerpoint
• Real-time adherence principles

Responsibilities

• Creates reports and dashboards on historical data and forecasting results from applicable systems.
• Analyzes and develops weekly recommendations for scheduling and uses staffing requirements, call center and operations schedules to determine required staffing levels to ensure the organization’s ability to meet operational commitments.
• Creates integrated database tracking tools for staffing shrinkage patterns (vacation, sick, training, etc.) to optimize staffing forecasts.
• Monitors site/s to ensure optimal staffing levels.
• Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
• Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
• Facilitates real-time discussions with necessary stakeholders.
• Forecasting and scheduling, working alongside operational teams, to deliver a unified contact strategy.
• Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
• Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.
• Creating mitigation plans for capacity risks or gaps by managing dependencies across operating units
• Co-ordinating with operations and the planning team to analyze historical data and forecast demand for that site.
• Managing the analysis of daily, weekly, and monthly reporting of performance via Key Performance Indicators (e.g., service level, real time adherence, schedule adherence).
• Real time and historic analysis of performance to help generate awareness which can then be used to create future strategic decisions.
• Co-ordinate with vendors to diagnose and repair call center issues.
• Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.
• Providing the optimal workforce and capacity planning solutions for the upcoming initiatives and new service launches.
• Day to day management of the Workforce Management Tool (currently Excel + Morne) for effective forecasting, scheduling and reporting.
• Monthly iBranch management meeting reporting, trend reporting, resource management reporting etc.
• Any other ad-hoc duties that might be required.

Skills

Dialer experience

Scheduling

Workforce planning

MS Excel

MS Word

PowerPoint

Real-time adherence

Education

Diploma/Degree

Tools

Dialer software

Job description

Responsibilities

Being a part of the Hollywoodbets Purple Team is an opportunity to become a part of one of South Africa’s biggest success stories. From humble beginnings in Durban, Hollywoodbets has grown into a powerhouse brand operating across Africa and the United Kingdom. And that’s just the beginning. Our talented Team is on a mission to increase our global footprint, ready to take on any challenge because at Hollywoodbets, not even the sky is the limit. Join our Team and let’s reach for the stars.

We have an amazing opportunity for Workforce Planner to be based in Umhlanga, Kwa-Zulu Natal. Do you think you have what it takes to be our newest Purple Star?

The successful candidate will be responsible to help business balance staffing levels with the volume of work being produced. To collect organizational data and use it to generate reports on work volume and projected staffing needs. The reports are generated on a daily, weekly, monthly or annual basis, depending on the organization’s needs.

With Hollywoodbets You Will

Innovate and create as part of a like-minded, authentic Team eager to achieve goals.

Embrace challenges and the thrill of working in a vibrant and fast-paced industry.

Grow with our development plans and culture that allows you to further your career.

You Bring

• Matric
• 3-5 years dialer experience in Contact Centre operations with proven track record.
• 3-5 years experience in Contact Centre operations
• Experience with dialer software
• Experience with scheduling and workforce planning
• Proficient in MS Excel, Word and Powerpoint
• Real-time adherence principles

A Bonus To Have

• Diploma/Degree

What You’ll Do For The Brand

• Creates reports and dashboards on historical data and forecasting results from applicable systems.
• Analyzes and develops weekly recommendations for scheduling and uses staffing requirements, call center and operations schedules to determine required staffing levels to ensure the organization’s ability to meet operational commitments.
• Creates integrated database tracking tools for staffing shrinkage patterns (vacation, sick, training, etc.) to optimize staffing forecasts.
• Monitors site/s to ensure optimal staffing levels.
• Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
• Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
• Facilitates real-time discussions with necessary stakeholders.
• Forecasting and scheduling, working alongside operational teams, to deliver a unified contact strategy.
• Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
• Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.
• Creating mitigation plans for capacity risks or gaps by managing dependencies across operating units
• Co-ordinating with operations and the planning team to analyze historical data and forecast demand for that site.
• Managing the analysis of daily, weekly, and monthly reporting of performance via Key Performance Indicators (e.g., service level, real time adherence, schedule adherence).
• Real time and historic analysis of performance to help generate awareness which can then be used to create future strategic decisions.
• Co-ordinate with vendors to diagnose and repair call center issues.
• Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.
• Providing the optimal workforce and capacity planning solutions for the upcoming initiatives and new service launches.
• Day to day management of the Workforce Management Tool (currently Excel + Morne) for effective forecasting, scheduling and reporting.
• Monthly iBranch management meeting reporting, trend reporting, resource management reporting etc.
• Any other ad-hoc duties that might be required.

So, are you ready to level up, learn, and perform at your best?

Please note that only applicants who meet the stipulated minimum requirements will be considered

About Us

Hollywoodbets is a sports and entertainment betting operator that was born and bred in Durban, South Africa. Whether you’re in one of our upmarket retail branches or online, our customers can conveniently place bets in style anytime, anywhere.

We’re proud to partner with local and international legends, from the Hollywoodbets Sharks and Brentford FC to iconic events like the Hollywoodbets Durban July. Being part of our Purple Team means being part of something bigger.

At Hollywoodbets, every day is a chance to learn, grow, and make an impact. We move fast, think big, and work together to turn bold ideas into reality. With passion, creativity, and a shared purpose, we bring our Purple Spirit to everything we do.

The opportunities here are endless. If you’re driven, curious, agile and ready to level up, there’s no limit to how far you can go with the Purple Team!