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. Apply directly on CazVid.