Workforce Planning Analyst - Cape Town

Are you a strategic thinker with a passion for optimizing operational efficiency? Join our client's dynamic Workforce Management team as a Workforce Planning Analyst and play a pivotal role in ensuring seamless service delivery. This is an exciting opportunity to leverage your analytical skills in a fast-paced, multi-channel environment, directly contributing to the success of a customer-centric organization. You will be instrumental in forecasting, planning, and scheduling to meet evolving business needs, offering a unique chance to influence operational strategy and drive performance improvements. If you thrive on data-driven decision-making and enjoy collaborating across functions to achieve optimal outcomes, this role is for you.

• Forecasting & Planning:
  • Develop and implement comprehensive long-term resource plans aligned with organizational objectives.
  • Analyze historical data and market insights to forecast future staffing needs and trends.
  • Optimize resource allocation to enhance efficiency and effectiveness across operations.
  • Present key findings and strategic recommendations to senior management through insightful reports and presentations.
  • Collaborate with various departments to ensure planning initiatives are integrated with overarching strategic goals.
  • Champion the adoption of automation and Workforce Management (WFM) technology to elevate team performance.
• Scheduling & Rostering:
  • Create and publish accurate and efficient agent schedules that meet operational requirements.
  • Ensure schedules adhere to Service Level Agreements (SLAs), business rules, and shrinkage parameters.
  • Continuously refine volume and staffing forecasts to improve accuracy.
  • Monitor real-time schedule adherence and implement necessary adjustments to meet fluctuating demands.
  • Partner closely with Operations Leads and Real-Time Analysts to guarantee adequate headcount coverage.
• Real-Time Monitoring:
  • Actively monitor all operational queues in real-time to maintain target service levels.
  • Ensure agent performance metrics are within established benchmarks.
  • Respond proactively to performance fluctuations to sustain optimal service delivery.
• Stakeholder Collaboration:
  • Serve as a primary communication channel for workforce-related updates and insights.
  • Proactively inform teams about contact pattern shifts or anticipated volume surges.
  • Collaborate with support teams to optimize routing strategies and workload distribution.
• Efficiency Reporting:
  • Compile and analyze insightful daily, weekly, and monthly performance reports.
  • Track key performance indicators (KPIs) such as shrinkage, adherence, and occupancy.
  • Formulate data-driven recommendations to enhance planning outcomes and reduce operational overheads.
• Team Support & Professional Development:
  • Provide essential backup and support to the Workforce Manager and the wider team.
  • Take ownership of analytical tasks, reports, and project components.
  • Contribute insights to improve overall staffing efficiency and cost management.
  • Actively manage personal performance goals and engage in regular review sessions.
  • Stay current with product, service, and system updates relevant to the role.

• • Grade 12 / Matric certificate (Essential).
  • Minimum of 2 years of proven experience in Workforce Management methodologies.
  • Demonstrated analytical thinking and strong problem-solving abilities.
  • Excellent time management and organizational skills.
  • Proven ability in cross-functional collaboration and communication.
  • A proactive, solutions-focused approach to challenges.
  • High level of integrity and discretion when handling sensitive data.