Were looking for a Workforce Planning Analyst to join our clients team in the northern suburbs of Durban . If you have a knack for forecasting, resource planning, and data analysis , this could be the perfect opportunity for you About the Role This role is all about ensuring the right people are in the right place at the right time to keep customer service operations running efficiently. You`ll be responsible for forecasting demand, optimizing staff schedules, analyzing performance, and identifying process improvements to boost productivity. What Youll Be Doing Forecasting & Demand Planning Analyze historical data to predict customer demand across various service channels. Work closely with operational teams to adjust forecasts based on real-time trends . Continuously track forecast accuracy and make adjustments to improve efficiency. Workforce & Capacity Planning Develop resource allocation plans to ensure efficient staffing levels. Coordinate with internal teams to align schedules with demand forecasts. Identify potential staffing shortages or surpluses and recommend adjustments . Performance Analysis & Reporting Compare actual performance vs. forecasted targets to identify trends and gaps. Provide insights and recommendations to improve operational efficiency . Create reports and dashboards to communicate findings to key stakeholders. Process Improvement & Collaboration Work with various teams to implement workflow enhancements and cost-saving initiatives . Engage with senior leadership and stakeholders to align workforce strategies with business goals. Who Were Looking For ? Experience: At least 2 years in workforce planning , preferably in a contact center or customer service environment. ? Education: NQF Level 4/5 qualification. ? Skills & Tools: Advanced Excel proficiency (pivot tables, formulas, macros). Strong analytical and problem-solving skills. Ability to interpret complex data and translate it into actionable strategies. Excellent communication skills to engage with internal teams and leadership. Experience with workforce management tools and forecasting software is a plus. ? Mindset: Passionate about workforce optimization and efficiency . Proactive problem-solver who can make data-driven decisions . Able to manage multiple priorities in a fast-paced environment.

Workforce Planning Analyst position available in eThekwini, Durban. This job position was posted by . The job has been posted on 2025-04-04 in the Customer Service Support category

Click Go Apply to apply online!

---

You might also like these jobs in the same area.

More related positions

---

A leading CX provider, unrivalled in developing and training its people to be the best they can be. This investment in people ensures longest staff retention possible enabling them to best serve client`s customer service needs. Reporting to the Workforce Manager, you will play a crucial role in analyzing and optimizing resource plans across cross-functional accounts. Your primary responsibility will be to provide accurate forecasting, create effective workforce/ workload models, and identify improvement opportunities to enhance productivity and revenue. This role requires: Strong analytical skills Building long / mid- and short-term capacity plans and forecast models Advanced Excel proficiency The ability to collaborate with various stakeholders to achieve operational excellence. Ability to interpret large sets of data and articulate this back into operational and resourcing plans. Key Responsibilities Forecasting and Demand Analysis: Utilize historical data, trends, and other key indicators to generate accurate demand forecasts. This will include forecasting for omni channel. Collaborate with operations teams to identify key drivers that impact intraday performance and factor them into capacity models to reforecast demand and build remedial plans Regularly monitor forecast vs planned accuracy and make necessary adjustments to improve future plans. 2. Resource and Capacity Planning: Develop resource plans to ensure optimal utilization of available resources across cross-functional accounts. Collaborate with workforce planning team internally to allocate staff efficiently and align schedules with forecasted demand. Monitor capacity utilization, queue availability and proactively identify potential bottlenecks or overages, recommending adjustments as needed. 3. Performance Analysis and Reporting: Conduct performance analysis by comparing actual KPI outcomes with forecasts and targets. Identify and investigate deviations from plan, analysing root causes and providing recommendations for improvement. Create dashboards, reports, and presentations to communicate telephony and staffing performance insights to stakeholders. 4. SOP Improvement Initiatives: Continuously identify opportunities to enhance optimisations, streamline processes, and reduce costs across the business Collaborate with all internal stakeholders to implement process improvements, ensuring alignment with organizational goals. 5. Cross-functional Collaboration & Stakeholder Management: Work closely with operations teams, workforce management, quality assurance, and other relevant stakeholders to gather insights and understand account-specific requirements (with internal and externals stakeholders) Work with Senior ops to align planning activities with client expectations and contractual obligations. Act as a liaison between different departments, fostering effective communication and promoting a collaborative work environment. Must be able to- Make key decisions that impact resource Problem solve and come up with solutions Identify when and how to escalate Intuitively execute resource planning strategies Key Requirements Professional Experience: 2 years Experience of managing a workforce planning team, ideally within an outsourced contact centre environment NQF level 4/5 Lean 6 Sigma preferrable Strong analytical and problem-solving skills, with the ability to analyse complex data sets and translate them into actionable insights. Advanced proficiency in Microsoft Excel (pivot tables, formulas, macros) and other data analysis tools. Excellent communication skills, with the ability to present complex information in a clear and concise manner. Ability to work in a fast-paced, deadline-driven environment. Experience with workforce management tools and forecasting software is a plus. Soft Skills: Enthusiastic about workforce management as a value ad service Ability to manage stakeholder relationships both internally and externally Articulate and create storyline through performance delivery Judgement & Decision Making Ability to make key decisions that impact resource Ability to problem solve and come up with solutions Ability to identify when and how to escalate Understand when and who should be challenged when there are issues Must be able to intuitively execute resource planning strategies

Workforce Planning Analyst position available in eThekwini, Durban. This job position was posted by . The job has been posted on 2025-04-02 in the Transport Logistics Warehouse category

Click Go Apply to apply online!

---

You might also like these jobs in the same area.

More related positions

---