Workforce Planner Lead

Old Mutual; Johannesburg; On-site; ZAR 30 000 - 60 000; Full time

Job summary

An established industry player is seeking a Workforce Planner Lead to oversee the workforce planning team and ensure optimal staffing levels in a dynamic call center environment. This role is pivotal for driving efficiency and productivity through advanced forecasting and strategic planning. You will collaborate closely with team leaders to manage staffing requirements and enhance service levels. If you are an analytical thinker with a knack for problem-solving and a passion for workforce management, this opportunity could be your next career milestone. Join a team that values diverse talent and embraces the African opportunity.

Qualifications

• Strong analytical and problem-solving skills are essential.
• Experience in a contact centre or similar fast-paced environment preferred.

Responsibilities

• Develop and maintain accurate forecasts of call volumes and staffing requirements.
• Monitor real-time performance and make intraday adjustments.

Skills

Analytical Skills

Problem-Solving

Communication

Collaboration

Workforce Management Tools

Education

Bachelor's Degree in Business Administration

Statistics

Tools

NICE

Verint

Genesys WFM

Job description

Let's Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

The Workforce Planner Lead is responsible for overseeing the workforce planning team and ensuring optimal staffing levels to meet call center performance targets. This role involves advanced forecasting, strategic planning, and leadership to drive efficiency and productivity within the call center.

Responsibilities:

1. Develop and maintain accurate short-term and long-term forecasts of call volumes and staffing requirements.
2. Create and manage agent schedules to align with forecasted demand and service level agreements.
3. Monitor real-time performance and make intraday adjustments to optimize productivity and service levels.
4. Collaborate with team leaders and operations to manage shrinkage, absenteeism, and schedule adherence.
5. Analyze workforce metrics and trends to identify areas for improvement and support strategic decision-making.
6. 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, Advanced Diploma, or Postgraduate Certificate or equivalent

Closing Date

11 May 2025, 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

The Old Mutual Story!