Workforce Planner Lead

Old Mutual; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading financial services company in Johannesburg is looking for a Workforce Planner Lead. You will be responsible for overseeing the workforce planning team, developing forecasts for call volumes, and ensuring optimal staffing. The ideal candidate has strong analytical skills and experience with workforce management tools. A Bachelor's degree in a related field is required. This role offers competitive compensation and opportunities for growth.

Qualifications

• 5+ years of experience in workforce planning or staffing analysis.
• Familiarity with forecasting methodologies and workforce management practices.

Responsibilities

• Oversee the workforce planning team to meet call centre targets.
• Develop forecasts of call volumes and staffing needs.
• Create agent schedules according to forecasted demand.
• Monitor and adjust schedules to optimize service levels.

Skills

Strong analytical and problem-solving skills

Proficiency with workforce management tools (e.g., NICE, Verint, Genesys WFM)

Excellent communication and collaboration abilities

Experience in a contact centre or similar fast-paced environment

Education

Bachelors Degree in Business Administration, Statistics or related field

NQF Level 7 - Degree, Advance Diploma or Postgraduate Certificate or equivalent

Job description

Workforce Planner Lead

Job Location : Gauteng, Johannesburg

Deadline : December 30, 2025

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Job Description

The Workforce Planner Lead is responsible for overseeing the workforce planning team and ensuring optimal staffing levels to meet call centre performance targets.

This role involves advanced forecasting, strategic planning, and leadership to drive efficiency and productivity within the call centre.

Responsibilities

• Develop and maintain accurate short-term and long-term forecasts of call volumes and staffing requirements.
• Create and manage agent schedules to align with forecasted demand and service level agreements.
• Monitor real-time performance and make intraday adjustments to optimize productivity and service levels.
• Collaborate with team leaders and operations to manage shrinkage, absenteeism, and schedule adherence.
• Analyze workforce metrics and trends to identify areas for improvement and support strategic decision‑making.
• Provide regular reports and recommendations to management on workforce planning performance.

Skills & Experience

• Strong analytical and problem‑solving skills.
• Proficiency with workforce management tools (e.g., NICE, Verint, Genesys WFM).
• Excellent communication and collaboration abilities.
• Experience in a contact centre or similar fast‑paced environment preferred.

Qualifications

• Bachelors Degree in Business Administration Statistics or related field

Skills

• Action Planning
• Agile Project Management
• Change Management
• Executing Plans
• Legal Practices
• Occupational Safety and Health
• Oral Communications
• Policies & Procedures
• Professional Presentation
• Project Delivery Management
• Safety Management
• Servant Leadership

Competencies

• Builds Effective Teams
• Communicates Effectively
• Customer Focus
• Directs Work
• Drives Engagement
• Drives Results
• Ensures Accountability
• Financial Acumen

Education

• NQF Level 7 - Degree, Advance Diploma or Postgraduate Certificate or equivalent

Closing Date : 20 July 2025