Workforce Planning Manager

Hire Resolve; Cape Town; On-site; ZAR 900,000 - 1,500,000; Full time

Job summary

A leading recruitment agency is seeking a strategic Workforce Planning Manager to manage resource forecasting for customer-facing operations in Cape Town. The successful candidate will utilize advanced data analysis and predictive modeling to ensure operational efficiency and high customer satisfaction. Candidates should have extensive experience in workforce management within a B2C environment and possess strong commercial acumen. The role offers a competitive package and opportunities for impactful leadership.

Qualifications

• Proven extensive experience in resource forecasting and planning in a B2C Front Office or contact centre environment.
• Proficiency in workforce management and planning tools.
• Flexibility to adapt to changing business needs.

Responsibilities

• Develop and maintain resource forecasting models based on data trends.
• Create long-term resource plans for efficient resource usage.
• Collaborate with finance teams to align forecasts with business goals.
• Analyze data to provide insights into resource utilization.
• Analyze data and translate it into actionable insights for senior management.
• Identify process improvements and leverage WFM technology to improve accuracy.
• Assess risks and prepare contingency plans for resource availability.

Skills

High commercial acumen

Analytical skills

Problem-solving skills

Communication skills

Tools

NICE

Verint

IEX

Calabrio

Job description

Career Opportunity: Workforce Planning Manager

Location: Cape Town
Industry: Insurance
Salary: Highly Competitive Market-Related CTC Package
Start Date: ASAP

Are you a strategic leader with high commercial acumen and proven experience in workforce management and resource forecasting for high-volume, customer-facing operations?

Our client, a global leader in the Insurance sector, is seeking a Workforce Planning Manager to drive strategic staffing plans for their customer-facing operations, with a particular focus on B2C Front Office environments. This pivotal role requires using advanced data analysis and predictive modeling to ensure operational efficiency, scalability, and high customer satisfaction.

This is an opportunity to directly influence business objectives, support strategic planning, and present complex operational outputs in a commercially relevant way to senior stakeholders.

Key Responsibilities:

Resource Forecasting & Planning

• Forecasting Models: Develop and maintain resource forecasting models to predict future call, claims, and resource requirements based on historical data and projected trends.

• Strategic Planning: Create comprehensive Short, Medium, and Long-Term resource plans to ensure efficient use of resources across multiple channels.

• Commercial Alignment: Collaborate with finance and operational teams to align resource forecasts and plans with broader business objectives, ensuring commercial viability.

• Stakeholder Engagement: Facilitate regular meetings to review forecasts, address challenges, and communicate resource plans effectively to all relevant parties.

Data, Process & Risk Management

• Data Analysis: Gather, analyse, and interpret complex data to provide insights into resource utilisation and performance indicators.

• Reporting: Develop and maintain dashboards and reports, translating operational data into clear, commercially focused insights for senior management.

• Process Improvement: Identify and implement improvements, utilizing WFM technology (e.g., NICE, Verint, IEX, Calabrio) to enhance the accuracy of forecasting and planning processes.

• Risk Management: Assess potential risks related to resource availability, develop contingency plans, and ensure compliance with internal policies and regulatory conduct rules.

Minimum Requirements:

• Experience (Essential): Proven, extensive experience in resource forecasting and planning within a B2C Front Office or contact centre environment.

• WFM Proficiency: Proficiency in workforce management and planning tools (e.g., NICE, Verint, IEX, Calabrio).

• Skills:

  • Commercial Acumen: Strong ability to link operational planning to financial outcomes and strategic goals.

  • Analytical: Strong analytical and problem-solving skills, with experience in scenario modelling and capacity planning.

  • Communication: Skilled in presenting workforce strategies and performance insights to senior stakeholders, focusing on financial impact.

• Other: Flexibility to adapt to changing business needs and work across time zones or geographies as required.

How to Apply:

If you are a strategic Workforce Planning Manager ready to take on a high-impact leadership role in Cape Town:

• Send your comprehensive CV to the Hire Resolve team.

• Connect with Lidene Pienaar via LinkedIn today!

Contact: [e-mail]
Website: www.hireresolve.co.za
Reference: WFPManager_CPT_2025

Note: Due to the high volume of applications, if you are not contacted within 2 weeks of your application, please accept that your application was unsuccessful