In this key role, you’ll develop and execute workforce strategies to ensure the right people are in the right place at the right time. You’ll manage forecasting, scheduling and real-time performance, while coaching and leading a small planning team to support operational excellence as we scale. Bellville-based contact centre.
• Forecasting call volumes and staffing requirements
• Creating efficient schedules to meet service levels and manage costs
• Monitoring real-time performance and adjusting plans as needed
• Analysing data and providing proactive insights to drive improvement
• Leading, mentoring and developing the WFM team
• Partnering with managers across the business to plan resources effectively
• Maintaining WFM systems and ensuring compliance with labour legislation
• Minimum 2 years’ experience in a contact centre workforce planning leadership role
• Strong understanding of WFM systems, KPIs and scheduling software
• Excellent analytical, planning and stakeholder management skills
• Matric (Bachelor’s degree an advantage)
• Credit and Criminal Clear
• Medical aid fully covered for main member
