Workforce Planning Specialist — Contact Center Forecasting

Capitec; Cape Town; On-site; ZAR 420,000 - 560,000; Full time

Job summary

Capitec is seeking a Workforce Planner to partner with relevant teams in Cape Town to forecast volumes, AHT, and headcount for our contact centre. You will manage staffing projections, identify bottlenecks, and support daily operations and planning with robust data insights.

The role requires 3+ years in workforce planning, experience with WFM tools, and the ability to present clear recommendations to senior management across cross-functional teams.

Qualifications

• 3 years' workforce planning and scheduling in a contact centre.
• Experience forecasting volume, AHT, and headcount.
• Experience using workforce management tools.
• Ability to present findings in reports and forecasts to senior management.

Skills

Communications

Analytical Skills

Planning & Coordination

Numerical Reasoning

Interpersonal & Relationship

Reporting Skills

Problem Solving

Attention to Detail

Negotiation

Commercial Thinking

Computer Literacy

Education

Grade 12 / Vocational

Tertiary qualification in IT or Business Management

Bachelor's Degree in IT or Business Management

Tools

MS Word

MS Excel

MS Outlook

Job description

Capitec is seeking a Workforce Planner to partner with relevant teams in Cape Town to forecast volumes, AHT, and headcount for our contact centre. You will manage staffing projections, identify bottlenecks, and support daily operations and planning with robust data insights.

The role requires 3+ years in workforce planning, experience with WFM tools, and the ability to present clear recommendations to senior management across cross-functional teams.