Workforce Planning & Performance Analyst at Lesaka Technologies

Job Description

• We are looking for a Workforce Planning & Performance Analyst to optimise contact centre performance through effective forecasting, scheduling, real-time workforce management, and data-driven insights.
• In this role, you will play a critical part in ensuring the Contact Centre has the right resources, at the right time, to deliver exceptional customer service and achieve operational targets.
• You will partner with Operations, Sales, IT, and HR teams to improve workforce efficiency, identify performance opportunities, and support continuous improvement initiatives.

Key Responsibilities

Workforce Planning & Scheduling

• Forecast contact volumes, workloads, and staffing requirements to support operational needs.
• Develop and maintain effective workforce schedules aligned to demand and service level objectives.
• Continuously review workforce models to improve resource utilisation and operational efficiency.
• Real-Time Performance Management
• Monitor contact centre performance, including service levels, queue performance, and agent availability.
• Identify risks, service gaps, and operational challenges, providing timely recommendations and escalations.
• Make proactive adjustments to workforce plans, schedules, and resource allocation to maintain performance targets.

Performance Optimisation

Support achievement of key operational targets, including:

• Sales performance for the Voice Branch.
• Maintaining abandonment rates below 5%.
• Achieving service level targets of 80% of calls answered within 20 seconds.
• Partner with Team Leaders and Operations Managers to analyse performance drivers and implement improvement actions.

Reporting & Insights

• Develop accurate and meaningful reports to support operational decision-making.
• Analyse trends, identify performance gaps, and highlight risks and opportunities.
• Ensure data integrity across workforce management tools and reporting platforms.

Process Improvement & Collaboration

• Identify opportunities to improve workforce management processes, tools, and reporting capabilities.
• Collaborate with Operations, Sales, IT, and HR to align workforce strategies with business objectives.
• Participate in performance reviews and improvement initiatives.

Leadership & Support

• Act as an escalation point for Workforce Management (WFM) and Customer Relationship Management (CRM) system queries.
• Provide guidance and support to junior analysts and operational teams.
• Promote a proactive, data-driven culture focused on continuous improvement.

Key Competencies

• Strong analytical and problem-solving skills.
• Excellent planning and organisational abilities.
• Proficiency in workforce management tools, reporting systems, and data analysis.
• Strong stakeholder engagement and communication skills.
• Ability to work effectively under pressure and manage changing priorities.
• High attention to detail and commitment to operational excellence.

What We’re Looking For

• You are a data-driven professional who enjoys turning insights into action. You have a passion for improving operational performance, solving complex workforce challenges, and partnering with teams to deliver measurable results.
• If you thrive in a fast-paced environment and enjoy using data to influence business outcomes, this could be the opportunity for you.

Closing Date 27 July 2026