Workforce Planner Lead

Old Mutual; Johannesburg; On-site; ZAR 500,000 - 750,000; Full time

Job summary

Une entreprise leader dans le secteur des services financiers recherche un Workforce Planner Lead basé à Johannesburg. Le candidat idéal supervisera l'équipe de planification de la main-d'œuvre, en développant des prévisions, en assurant des niveaux de service optimaux, et en analysant les tendances des effectifs pour prendre des décisions stratégiques. Une expérience préalable dans un centre d'appels est préférable, et des compétences en communication et en analyse sont essentielles pour ce rôle.

Qualifications

• Diplôme de niveau supérieur requis.
• Expérience en environnement de centre d'appels préférée.
• Compétences analytiques et de résolution de problèmes solides.

Responsibilities

• Développer et maintenir des prévisions précises de volumes d'appels.
• Créer et gérer des emplois du temps d'agents pour respecter la demande.
• Fournir des rapports réguliers et recommandations sur les performances de planification.

Skills

Action Planning

Agile Project Management

Change Management

Oral Communications

Customer Focus

Education

Bachelor's Degree in Business Administration or related field

NQF Level 7 - Degree, Advanced Diploma or Postgraduate Certificate

Tools

NICE

Verint

Genesys WFM

Job description

naThe 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 :

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

Builds Effective TeamsCommunicates EffectivelyCustomer FocusDirects WorkDrives EngagementDrives ResultsEnsures AccountabilityFinancial Acumen

Education

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