Workforce Planning Manager

A leading company specializing in travel insurance is looking for a Workforce Planning Manager to join their Cape Town operations team. This role will play a key part in forecasting and planning resources for customer-facing operations, ensuring service excellence while driving efficiency and strategic alignment across the business.

Responsibilities 

Resource Forecasting

• Develop and maintain forecasting models to predict staffing needs.

• Analyse business trends, operational metrics, and historical data.

• Align resource forecasts with finance and operational plans.

• Present insights to support strategic planning and investment decisions.

Resource Planning

• Create and manage short-, medium-, and long-term workforce plans.

• Adjust plans based on changing demand, timelines, or priorities.

• Collaborate with operational departments to ensure alignment.

• Facilitate stakeholder meetings to review forecasts and update plans.

Data Analysis and Reporting

• Analyse resource utilisation and identify improvement opportunities.

• Maintain dashboards and performance reports for senior management.

• Translate operational data into clear, commercially focused insights.

Process Improvement & Risk Management

• Identify and implement improvements to forecasting accuracy and efficiency.

• Monitor changes to ensure continuous improvement and regulatory compliance.

• Assess risks to resource availability and implement contingency plans.

Requirements 

• Strong analytical and problem-solving skills.

• Proven experience in workforce planning/forecasting in B2C or contact centre environments.

• Expertise in multi-channel service operations and customer demand dynamics.

• Proficiency with WFM tools (e.g., NICE, Verint, IEX, Calabrio).

• Strong communication and stakeholder engagement skills.

• Experience in scenario modelling, capacity planning, and continuous process improvement.

• Commercial acumen linking operational planning to financial outcomes.

Core Competencies:

• Performance Management – High

• Communication – High

• Team Working – Intermediate

• Commercial Awareness – High

• Client Service – Intermediate

• Innovation & Continuous Improvement – Intermediate

• Results Focused – High

Regulatory Responsibilities:

• Comply with regulatory conduct rules (FCA, Central Bank of Ireland).

• Undertake mandatory regulatory training and maintain fit and proper standards.

• Maintain honesty, integrity, competence, and financial soundness in all activities.

• Report conflicts of interest and uphold Duty of Responsibility in all role-related tasks.

Benefits

• Salary: Based on experience and qualifications.

• Contact Hire Resolve for your next career-changing move today

  • Apply for this role today, contact Gustav Vogel at Hire Resolve or on LinkedIn
  • You can also visit the Hire Resolve website: hireresolve.us or email us your CV: [email protected]
  • Please use "Workforce Planning Manager" as your subject line when applying via email 

  We will contact you telephonically in 3 days should you be successful.