Workforce Planner Specialist

WE ARE RECRUITING | URGENT

The opportunity
We are looking for a qualified professional to manage workforce planning and real-time operational support for a busy contact-centre environment. Forecast staffing, publish schedules, monitor adherence to queues, and coordinate people activities to maintain service delivery.

What you will do
- Forecast staffing needs and calculate requirements using expected volumes, average handling time, shrinking and operational demand.
- Develop, publish and maintain schedules, rotations, Saturday rosters and schedule changes.
- Monitor real-time adherence, queues, performance and service levels, and report downtime deviations against operational targets.
- Arrange coaching, training, e-learning, quality calibration sessions and team huddles.
- Manage leave approvals, shift swaps and schedule adjustments in line with coverage requirements.
- Prepare daily, weekly and monthly workforce reports and communicate risks or staffing gaps.
- Work with Operations, Quality Assurance, Training, Team Leaders and Human Resources to resolve staffing issues.

What you will need
- Grade 12.
- Bachelor’s degree in Business Management, Business Administration, Operations Management or a related field, or equivalent relevant experience.
- Two to four years’ experience in a senior or specialist workforce-planning/scheduling or operations-support role.
- Call-centre experience.
- Working knowledge of SAP, Power BI, Peopleware, Omni Intelligence, Genesys PureCloud or similar platform.
- Proficiency in Microsoft Excel, Word and PowerPoint.

Operational requirements
- Strong analytical, time-management, communication and problem-solving skills.
- High attention to detail, accountability and accurate reporting.
- Availability for every second Saturday and either of the stated weekday shifts.
- Leave embargo during the peak operational season from November to March.

How to Apply

Please put “Workforce Planner Specialist” in the subject line of your email.
View our vacancies

📅 Monday – Friday and every second Saturday

Leave embargo from November to March due to peak operational requirements.