Workforce Planner (Western Cape) at Flash Group

Description

RESPONSIBILITIES:

• Develop and maintain short, medium, and long-term workforce demand forecasts using historical trends and operational drivers.
• Translate forecasts into accurate FTE requirements and capacity plans aligned to service level objectives.
• Design and manage workforce schedules to optimise service delivery, productivity, and labour efficiency.
• Monitor real-time and intraday performance, identifying risks and implementing corrective actions as needed.
• Deliver accurate operational and executive-level reporting, providing clear, data-driven insights.
• Analyse key contact centre metrics (e.g., AHT, ASA, service levels, occupancy, CSAT, NPS) to identify trends and performance gaps.
• Ensure data integrity across WFM, RTA, and reporting systems.
• Drive continuous improvement through process optimisation, automation, and collaboration with operational teams.

Requirements

MINIMUM REQUIREMENTS:

• Matric (Grade 12)
• 3-5 years’ experience in a WFM or planning role within a contact centre

REQUIRED KNOWLEDGE / TECHNICAL SKILLS:

• Experience in demand forecasting, scheduling, and FTE calculations for voice or non-voice operations
• Experience in producing operational or management reports using excel or similar tools
• Experience in working with metrics such as AHT, SLA, Schedule Adherence, Occupancy, CSAT and NPS.
• Strong analytical capability with moderate Excel / modelling skills
• Solid understanding of contact centre KPIs and operational drivers
• Experience working with WFM and RTA platforms are highly beneficial (e.g. Peopleware or equivalent)

COMPETENCIES / ATTRIBUTES:

• Analytical Thinking & Problem Solving
• Attention to Detail & Data Integrity
• Planning, Organising & Prioritisation
• Decision‑Making Using Data
• Effective Communication & Stakeholder Engagement.
• Adaptability & Responsiveness
• Continuous Improvement Mindset
• Accountability & Ownership