Customer Support Workforce Planning & Performance Coordinator (Permanent position) at Lancet Laboratories

JOB SUMMARY

• Responsible for workforce planning, forecasting, scheduling optimisation, and performance analysis to ensure the efficient delivery of customer support services across all channels. The role translates operational demand into staffing plans, identifies performance gaps, and drives data-led decisions to improve service levels, efficiency, and customer experience outcomes.

MINIMUM CRITERIA REQUIRED

• Grade 12 or relevant NQF level 4 qualification
• Advantageous: Certification or training in Workforce Management, data analytics, or contact centre operations will be advantageous

EXPERIENCE

• 3–5 years’ Workforce Management experience in a contact centre, with practical exposure to workforce planning, reporting, and operational analytics. Experience working with service level metrics, forecasting, scheduling, and performance data
• Advantageous : Advanced Excel and Power BI , Experience with WFM tools

RELEVANT JOB KNOWLEDGE

• Basic financial and cost-efficiency principles (e.g. staffing vs. overtime optimisation)
• Contact centre metrics (e.g. service level, AHT, shrinkage, occupancy, abandonment)
• Understanding of multi-channel environments (voice, WhatsApp, chat, email)
• Organisational processes and cross-functional dependencies
• Workforce Planning
• Real-time management and performance monitoring
• WFM systems and tools
• Data analysis and reporting (Excel, Power BI)

KEY PERFORMANCE AREAS

• Analyse historical interaction data across all channels (calls, WhatsApp, Live Chat, email) to identify demand patterns
• Develop accurate forecasts by interval, channel, and function to support effective resource planning
• Identify trends, seasonality, and potential risk periods, providing proactive recommendations to mitigate service impact
• Develop and maintain optimal staffing plans aligned to operational requirements
• Align schedules to demand patterns, shrinkage, and service level targets
• Recommend staffing adjustments, including overtime, headcount requirements, and shift design improvements to optimise efficiency and service delivery
• Track, analyse, and report on key operational performance metrics, including service levels, abandonment rates, Average Handling Time (AHT), First Contact Resolution (FCR), and channel performance
• Interpret performance data to identify gaps and improvement opportunities
• Link operational performance to customer experience outcomes, including Customer Satisfaction (CSAT) and Net Promoter Score (NPS), to support continuous service improvement
• Monitor intraday performance across all channels to ensure alignment with service level targets
• Identify and escalate risks such as queue build-up, backlogs, or unexpected demand spikes
• Recommend and support real-time adjustments, including resource reallocation across channels, break and lunch optimisation, and escalation triggers to maintain service continuity
• Identify operational inefficiencies, including overstaffing, understaffing, and channel imbalances Recommend and support implementation of improvements, including shift optimisation, process enhancements, and automation opportunities
• Contribute to initiatives aimed at improving productivity, reducing costs, and enhancing overall service delivery
• Collaborate with Supervisors, Customer Experience (CX)/Quality Assurance teams, and Workforce & Systems teams to ensure alignment on performance and operational priorities
• Support decision-making by providing data-driven insights and recommendations
• Align workforce planning and performance strategies with broader business priorities and customer experience objectives

COMPETENCIES

• Communication
• Ethical behaviour
• Problem solving
• Adaptability
• Presentation Skills
• Confidentiality
• Ability to work under pressure
• Decision Making
• Data analysis and reporting
• Customer Centricity
• Forecasting and scheduling
• Resource planning and optimisation
• Performance monitoring and reporting
• Stakeholder engagement and influencing
• Use of WFM tools and analytics

Deadline:5th October,2026