Description:
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:
? Mindset: Passionate about workforce optimization and efficiency.