Workforce Planner Lead at Old Mutual

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