Workforce Planner

Redial BPO; Johannesburg; On-site; ZAR 300 000 - 450 000; Full time

Job summary

A leading BPO company in Johannesburg is seeking a Workforce Planner to enhance staffing efficiency and ensure service excellence. The successful candidate will develop forecasts, create optimized schedules, and monitor performance while collaborating with various teams. Candidates should have 2–5 years of experience in Workforce Planning, familiarity with WFM tools, and strong analytical skills. This office-based role comes with opportunities to impact workforce strategies significantly.

Qualifications

• 2–5 years experience in Workforce Planning or WFM within a BPO environment.
• Strong analytical and numerical skills.
• Familiarity with workforce management tools.

Responsibilities

• Develop accurate forecasts using historical data.
• Create optimized schedules meeting demand and SLAs.
• Monitor performance and make adjustments as needed.

Skills

Workforce Planning experience

Analytical skills

Advanced Excel proficiency

Communication skills

Tools

Verint

NICE

Calabrio

Aspect

Genesys

Job description

Workforce Planner – Johannesburg, South Africa

Location: Onsite
Department: Operations / Workforce Management

Are you passionate about optimizing workforce performance and ensuring service excellence? We’re looking for a Workforce Planner to join our team in Johannesburg. This role is key to balancing staffing levels, cost efficiency, and employee experience across multiple campaigns.

What You’ll Do

• Develop accurate short-, medium-, and long-term forecasts using historical data and business trends.
• Create optimized schedules that meet demand and contractual SLAs while supporting employee wellbeing.
• Monitor real-time performance and make intraday adjustments to maintain service levels.
• Produce and analyze WFM reports, providing actionable insights to leadership and clients.
• Collaborate with Operations, HR, and Client Teams to support growth and cost optimization strategies.
• Drive continuous improvement through WFM tools, automation, and best-practice frameworks.

What We’re Looking For

• Experience: 2–5 years in Workforce Planning or WFM within a BPO environment.
• Strong analytical and numerical skills with advanced Excel proficiency.
• Familiarity with WFM tools (Verint, NICE, Calabrio, Aspect, Genesys, or similar).
• Excellent communication and stakeholder management skills.
• Ability to thrive under pressure in a fast-paced environment.

Preferred Skills

• Experience in multi-channel environments (voice, chat, email, digital).
• Exposure to offshore or international clients.
• Background in scaling or high-growth operations.

Working Conditions

• Office-based role in a relaxed organizational environment
• Monday to Friday, 4:00 PM – 1:00 AM (SAST), with weekend coverage as needed

Why Join Us?

• Be part of a dynamic team driving operational excellence.
• Work with cutting-edge WFM technologies.
• Opportunity to influence workforce strategies and deliver measurable impact.

Ready to take your career to the next level? Apply today and help us shape the future of workforce management!

All suitably qualified applicants will be considered based on their qualifications, experience, and the competencies relevant to the role. We do not discriminate on the basis of race, gender, age, disability, religion, sexual orientation, or any other characteristic protected under applicable law. REDIAL BPO will never request any form of payment—whether for applications, interviews, or job placements—from applicants. If you are ever asked for payment as part of a recruitment process claiming to be from REDIAL BPO, please treat it as fraudulent and report it to us immediately.