Workforce Planning Analyst

Keen; Cape Town; On-site; ZAR 200,000 - 300,000; Full time

Job summary

Keen is seeking a Workforce Shift Planning Manager to spearhead staffing strategies for a fast-paced multi-channel contact center in Cape Town. The ideal candidate will utilize their extensive Workforce Management experience to optimize staffing and enhance service levels across various channels, ensuring seamless operations that align with U.S. client needs. This full-time in-office role offers competitive compensation, alongside transport and medical allowances, while working hours are adjusted to support U.S. client operations.

Benefits

Transport and Medical allowances

Birthday leave

Professional development budget

Qualifications

• 3-5+ years of experience in Workforce Management.
• Proven experience building schedules using historical contact volume.
• Advanced Excel and Google Sheets skills, strong with data visualization.

Responsibilities

• Analyze historical inbound volume and build strategic schedules.
• Oversee intraday queue management and re-skilling decisions.
• Lead staffing model creation for new channel launches.

Skills

Scheduling

Intraday Operations

Data-Driven Decision Making

Communication

Tools

Excel

Google Sheets

NICE IEX

Genesys

Job description

At Keen, we don't just deliver services — we embed ourselves into the heart of our clients' businesses. From digital marketing and creative to customer experience, we craft bold, high-performance digital experiences for global brands.

Keen helps some of the most exciting U.S. and international brands scale smarter by embedding expert teams that drive results across marketing, creative, customer experience, and sales.

We're not a legacy BPO. We're a partner in growth — and that's where you come in.

About The Role

We're hiring a Workforce Shift Planning Manager to lead staffing strategy and real-time performance for a multi-channel contact center operation. Supporting a high-growth client in the POS and food delivery tech space, you'll own everything from historical volume analysis and headcount planning to intraday queue oversight and shift alignment.

This role is ideal for someone with deep Workforce Management (WFM) experience who can zoom out to build scalable staffing models — and zoom in when needed to keep SLAs on track. You'll lead scheduling, support forecasting, and work cross-functionally to ensure we have the right coverage across chat, email, and voice — every hour of every day.

What You'll Do

• Analyze historical inbound volume across channels and build strategic schedules that match staffing to demand
• Create and maintain interval-based schedules that optimize agent availability, reduce shrinkage, and improve SLA outcomes
• Oversee intraday queue management and re-skilling decisions across voice, chat, and email
• Partner with the WFM Analyst and Operations team to align on forecasting, interval-level planning, and real-time response
• Shift agents as needed based on live volume trends and routing logic
• Lead staffing model creation for new channel launches or changing business needs
• Provide daily, weekly, and monthly reporting on adherence, occupancy, and interval accuracy
• Identify trends or gaps in staffing coverage and proactively adjust future schedules
• Collaborate with QA, TLs, and Training to account for meetings, coaching, and upskilling in scheduling logic
• Serve as the escalation point for urgent staffing or routing issues
• Maintain documentation and scheduling data integrity across tools like NICE, Genesys, Excel/Google Sheets, or similar WFM platforms
  
  

Requirements

What We're Looking For

• 3-5+ years of experience in Workforce Management, with a focus on scheduling and intraday operations
• Proven experience building schedules using historical contact volume and multi-channel forecasts
• Advanced Excel or Google Sheets skills — strong with pivot tables, data visualization, and formulas
• Familiarity with major WFM tools (e.g., NICE IEX, Verint, Genesys, or similar)
• Deep understanding of contact center metrics, routing logic, and staffing modeling
• Experience in multi-channel environments (voice, email, chat) with shifting volume patterns
• Strong communicator who collaborates well with WFM, TLs, and Ops
• Calm under pressure and confident in data-driven decision-making
• Bonus: Experience mentoring RTAs or leading WFM for U.S.-based clients
  
  

Benefits

What's In It for You

• Competitive full-time compensation
• In-office collaboration with a growing ops and support team in Cape Town
• Transport and Medical allowances
• High visibility role directly impacting SLA, staffing, and CX performance
• Partner with global clients and influence workforce strategy in real time
• Birthday leave + professional development budget
• Join a global team that values clarity, urgency, and operational excellence
  
  

This is a full-time in-office role based in Foreshore, Cape Town. Working hours align with U.S. client operations: 3 pm to 12 am SAST (4 pm to 1 am during U.S. winter hours). Reliable commuting is required.