Specialist Workforce Planning

To lead and optimise workforce planning activities across omni-channel customer operations by aligning capacity with demand trends and business cycles. The role provides specialist insight, forecasting accuracy, and scheduling expertise to ensure the right resources, with the right skills, are available at the right time to deliver consistent customer experience and operational efficiency.

• Analyse historical, real-time, and external data to produce accurate workload forecasts (short-, medium-, and long-term).
• Interpret demand drivers at granular levels (e.g., half-hour intervals) across voice and non-voice channels.
• Develop and maintain workforce models to determine headcount requirements and staffing strategies.
• Design and optimise schedules to ensure alignment with forecasted demand, SLA targets, and labour legislation.
• Monitor adherence, occupancy, productivity, and utilisation levels; recommend corrective actions.
• Identify opportunities to improve operational efficiency, workforce productivity, and labour cost management.
• Maintain detailed workforce data (skills, workloads, staffing profiles) to improve forecasting accuracy.
• Produce scenario planning for campaigns, projects, and business changes.
• Support workforce transformation initiatives through resource optimisation and technology enablement.
• Monitor data quality and implement governance practices to ensure integrity and reliability of workforce data.

• NQF level 7 degree in Management, Statistics or Computer Science or equivalent.
• 3 Years experience in workforce planning and execution within a multi-national corporate environment.
• Experience with workforce management systems (e.g., NICE, Verint, Genesys, etc.).
• Exposure to 24/7 workforce environments.
• Proficient in MS Office (Word, Excel, PowerPoint and Outlook).
• Data analytics or statistical modelling expertise.