Takealot - Senior Capacity Planner (Workforce) at takealot.com

This position reports into the Head of Customer & Business Support Operations.

Your Responsibilities will include:

• Capacity Planning: Develop and maintain capacity plans that align with business goals and ensure optimal resource utilization.
• Forecasting and Analysis: Utilize forecasting models and data analysis to predict future workload and staffing requirements.
• Resource Optimization: Manage staffing levels, scheduling, and real-time adherence to maximize efficiency and meet service level objectives.
• Performance Monitoring: Monitor contact center performance metrics and adjust capacity plans as needed to meet or exceed targets.
• Cross-functional Collaboration: Work closely with operations, workforce management, and other teams to coordinate staffing and scheduling activities.
• Process Improvement: Identify and implement process improvements to enhance capacity planning accuracy and efficiency.
• Reporting and Communication: Prepare and present capacity planning reports and recommendations to stakeholders at all levels of the organization.
• Technology Utilization: Leverage technology and tools to support capacity planning and forecasting activities.
• Risk Management: Identify and mitigate risks related to capacity planning and workforce management.
• Compliance: Ensure compliance with relevant regulations and internal policies related to capacity planning and workforce management.

Attributes Required:

• SQL Proficiency: Ability to write and execute SQL queries to extract and manipulate data from databases, such as customer relationship management (CRM) systems, to support capacity planning and forecasting activities.
• Workforce Management Software: Experience with workforce management software, such as Verint, Aspect, or Genesys, to create and manage staffing schedules, track adherence, and generate reports.
• Microsoft Excel: Advanced knowledge of Microsoft Excel, including the ability to use advanced functions, pivot tables, and macros to analyze data and create reports for capacity planning purposes.
• Data Visualization Tools: Familiarity with data visualization tools, such as Tableau or Power BI, to create visually appealing and informative dashboards and reports for stakeholders.
• Forecasting Models: Experience with statistical forecasting models and techniques to predict future workload and staffing requirements based on historical data and trends.
• Quality Management Systems: Knowledge of quality management systems, such as Six Sigma or Lean, to identify and implement process improvements related to capacity planning and workforce management.
• Communication and Collaboration Tools: Proficiency in communication and collaboration tools, such as Microsoft Teams or Slack, to facilitate communication and collaboration with team members and stakeholders.
• Project Management Skills: Strong project management skills to effectively plan and execute capacity planning projects, including identifying requirements, developing timelines, and managing resources.
• Continuous Improvement Mindset: A mindset focused on continuous improvement, with the ability to identify opportunities for process improvement and efficiency gains in capacity planning and workforce management processes.

Qualifications and Experience:

• Education: Bachelor's degree in business, operations management, statistics, or a related field. A postgraduate qualification or certification in contact center management or operations would be advantageous.
• Experience: At least 5 years of experience in a capacity planning or workforce management role within a contact center environment, preferably in the e-commerce industry.
• Analytical Skills: Strong analytical skills with the ability to interpret data, trends, and metrics to inform capacity planning decisions.
• Technical Skills: Proficiency in workforce management software and tools, as well as advanced knowledge of Microsoft Excel or similar data analysis tools.
• Communication Skills: Excellent written and verbal communication skills, with the ability to effectively communicate complex concepts to stakeholders at all levels of the organization.
• Problem-Solving Skills: Strong problem-solving skills with the ability to think creatively and develop innovative solutions to capacity planning challenges.
• Teamwork and Collaboration: Ability to work effectively in a cross-functional team environment, collaborating with operations, workforce management, and other teams to achieve common goals.
• Attention to Detail: Strong attention to detail and accuracy in forecasting and capacity planning activities.
• Adaptability: Ability to adapt to changing priorities and work effectively in a fast-paced, dynamic environment.
• Industry Knowledge: Knowledge of the e-commerce industry and its unique challenges and opportunities related to capacity planning and workforce management.
• Compliance Knowledge: Familiarity with relevant regulations and best practices related to capacity planning and workforce management within the South African context

The Environment:

• takealot.com employees are entrepreneurial and dynamic, smart, customer-centric, fun and have the shared ambition of takealot.com being the leading e-commerce company in Africa.
• We have fun, work hard, take ownership, work in teams to create solutions, and are always open to direct feedback/new ideas on where we can improve.
• We are short on ego and high on output.
• We are doers and not only thinkers, its all in the execution after all.
• We love what we do and what we are creating.

We seek to Employ an Extra Ordinary Mind who:

• is respectful but forthright
• is an expert at doing, who can not only design but also execute
• is analytical, able to use data to make decisions
• is competitive, self-directed and strive to be the BEST (GREAT requires a lot of work and does not only happen during business hours
• is passionate about the potential of e-commerce and delivering a world-class customer experience
• is entrepreneurial, thrives under change and accepts it is a constant and always looks for solutions to do something better and faster
• is business SMART. Able to think about problems from a business perspective using technical and product input;
• is curious and challenge the status quo
• is innovative and enjoys iteration
• is collaborative
• will be at the cutting edge of developing new concepts for takealot.com
• thinks like an owner of the business
• is SMART, has INTEGRITY and is HARD WORKING