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Workforce Planner Lead

Old MutualJohannesburg, ZA

30+ days ago

Job description

Job title : Workforce Planner Lead

Job Location : Gauteng, Johannesburg

Deadline : December 30, 2025

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Job Description

The Workforce Planner Lead is responsible for overseeing the workforce planning team and ensuring optimal staffing levels to meet call center performance targets.

This role involves advanced forecasting, strategic planning, and leadership to drive efficiency and productivity within the call center.

Responsibilities :

Develop and maintain accurate short-term and long-term forecasts of call volumes and staffing requirements.

Create and manage agent schedules to align with forecasted demand and service level agreements.

Monitor real-time performance and make intraday adjustments to optimize productivity and service levels.

Collaborate with team leaders and operations to manage shrinkage, absenteeism, and schedule adherence.

Analyze workforce metrics and trends to identify areas for improvement and support strategic decision-making.

Provide regular reports and recommendations to management on workforce planning performance.

Skills & Experience :

Strong analytical and problem-solving skills.

Proficiency with workforce management tools (e.g., NICE, Verint, Genesys WFM).

Excellent communication and collaboration abilities.

Experience in a contact centre or similar fast-paced environment preferred.

Qualifications :

Bachelors Degree in Business Administration Statistics or related field

Skills

Action Planning

Agile Project Management

Change Management

Executing Plans

Legal Practices

Occupational Safety and Health

Oral Communications

Policies & Procedures

Professional Presentation

Project Delivery Management

Safety Management

Servant Leadership

Competencies

Builds Effective Teams

Communicates Effectively

Customer Focus

Directs Work

Drives Engagement

Drives Results

Ensures Accountability

Financial Acumen

Education

NQF Level 7 - Degree, Advance Diploma or Postgraduate Certificate or equivalent

Closing Date

20 July 2025

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Planner • Johannesburg, ZA

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