Workforce Planner

Purpose Statement

To partner with relevant teams to attain accurate staffing projections and manage the respective workforce operations, including systems and users, identifying potential bottlenecks, conducting detailed/objective analysis so that the necessary data and information is available for on‑going daily operations and planning.

Experience

Minimum:

• 3 years’ workforce planning, scheduling experience with at least 1 year of experience working in a contact centre type environment
• Practical experience conducting analysis and generating volume forecasts, AHT forecasts, and headcount models.
• Experience using workforce management tools/software
• Exposure to analysis and presenting of findings in reports, forecasts, trends, and recommendations to the team and senior management

Ideal:

• Technical understanding of Capitec Bank’s integrated systems, structure and...