Workforce Planner

Hollywoodbets; South Africa; Sur place; ZAR 420 000 - 660 000; Plein temps

Avantages offerts par ce poste

Diploma/Degree

Résumé du poste

Hollywoodbets invites applications for a Workforce Planner based in Umhlanga, Kwa-Zulu Natal. You will balance staffing with call volumes, generate reports, and forecast staffing needs daily, weekly, monthly, and annually.

This is a role for a proactive planner eager to optimize scheduling and workforce efficiency. The ideal candidate brings 3–5 years in dialer-driven contact centre operations and strong Excel skills, with a diploma/degree as a bonus.

Qualifications

• 3–5 years dialer experience in contact centre operations
• 3–5 years experience in scheduling and workforce planning
• Experience with dialer software
• Proficient in MS Excel, Word and PowerPoint
• Real-time adherence principles

Responsabilités

• Creates reports and dashboards on historical data and forecasting results.
• Analyses and develops weekly recommendations for scheduling and uses staffing requirements, call center and operations schedules to determine required staffing levels to meet commitments.
• Creates integrated database tracking tools for staffing shrinkage patterns to optimize staffing forecasts.
• Monitors site/s to ensure optimal staffing levels.
• Adjust intraday forecasts to determine required staffing levels using current trends and historical data.
• Runs and analyzes reports to make recommendations for adjusting staffing levels to meet productivity goals.
• Provides real-time discussions with necessary stakeholders.
• Forecasting and scheduling with operational teams to deliver a unified contact strategy.
• Performs root-cause analysis to improve forecast accuracy and effectiveness.
• Inputs daily exceptions, updates schedules and handles escalated ad-hoc requests.

Connaissances

Dialer experience

Scheduling

Workforce planning

Real-time adherence

MS Excel

Outils

Dialer software

IEX

Description du poste

Trending

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 forWorkforce Plannerto 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 createas 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 planningProficient 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 forscheduling 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 to day management of the Workforce Management Tool (currently Excel + IEX) 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!

Job Info

• Job Identification 2509
• Job Category Telecommunications
• Posting Date 09/08/2026, 09:17 AM
• Locations 6, Durban, KwaZulu-Natal, 4320, ZA (On-site)
• Apply Before 09/15/2026, 03:00 PM
• Job Schedule Full time
• Roster Yes