Johannesburg: Workforce Management Planner

Our client is a vibrant, cosmopolitan, European luxury brand in the leisure industry. They currently have a vacancy for a Workforce Management Planner. The WFM Planner will leverage advanced WFM tools to develop capacity plans, create optimised schedules, and analyse performance trends across multiple geographies and time zones. Requirements: 5 years experience in Workforce Planning within a global or multi-region contact centre. Proficiency in WFM planning tools (e.g., NICE, Calabrio, Verint, Genesys, Playvox). Strong knowledge of forecasting methodologies, scheduling models, and workforce analytics. Experience working with ACD/IVR systems and understanding routing strategies. Familiarity with global labour law requirements, particularly in multi-region planning environments. Advanced Excel and analytical skills; experience with BI tools a plus.