Workforce Forecasting And Capacity Specialist

2 weeks ago

Durban, KwaZulu-Natal, South Africa Hollywoodbets Full time

Being a part of the Hollywoodbets Purple Team is an opportunity to become a part of one of South Africa's biggest success stories.

From humble beginnings in Durban, Hollywoodbets has grown into a powerhouse brand operating across Africa and the United Kingdom. And that's just the beginning.

Our talented Team is on a mission to increase our global footprint, ready to take on any challenge because at Hollywoodbets, not even the sky is the limit.

Join our Team and let's reach for the stars.

We have an amazing opportunity for a Workforce Forecasting and Capacity Specialist to be based in the Umhlanga within the Contact Centre Department.

Do you think you have what it takes to be our newest Purple Star?

The successful candidate will be responsible for contributing to the WFM strategy by managing and administering all aspects of Workforce Planning, ensuring the adequate forecasting and scheduling of employees for the group.

The Planners are to ensure that they meet regulations and quality standards in alignment with WFM best practice, legislation, and the OLA.


With Hollywoodbets You Will:
Innovate and create as part of a like-minded, authentic Team eager to achieve goals.
Embrace challenges and the thrill of working in a vibrant and fast-paced industry.
Grow with our development plans and culture that allows you to further your career.
You Bring: 3 years of workforce planning and forecasting experience5 Years within the Workforce Management department.
Proven track record of variance scores achieved.
Advanced knowledge of Workforce Management methodologies.
Advanced working knowledge in MS office and excel.
Working knowledge on Avaya/CMS, IEX, Qstory, Genesys, Verint, Qcontact and CCOD.

MatricA Bonus to have:
Diploma/Degree


What You'll do for the Brand: Forecasting and planning to ensure that there is the right number of employees, at the right time, with the right skills set, scheduled to maintain service objectives and to highlight any over and understaffing.

The forecast must be in line with the variance targets set within the area for each business environment.

Prepare a 13-week rolling view of the forecast to highlight FTE requirement with the over staffing and understaffing picture, which will inform the recruitment and training process.

It should include key contact centre metrics which may include but are not limited to absenteeism, attrition, and shrinkage.
Responsible for providing input for the budget headcount submissions annually.
Make recommendations for adjusting staffing levels to maximize productivity and profitability.
Engage with relevant stakeholders to manage forecast and planning impact.
Delivery of forecast variance reports to WFM manager(s) and business.
Reporting on operating level agreement (OLA) metrics and providing feedback to WFM management and business.
Manage exception requests pre-publication, update schedules and responds to escalated issues and ad-hoc requests, especially bulk activities.
Generation and publication of scheduled to employees and management.
To help with the integration and implementation of new contact centre technologies.

Manage, update and process WFM logs and work items allocated from business, and resolve within TAT SL.Manage relationships with stakeholders.

Regular operational and tactical feedback meetings with WFM team's management and business about future planning and current performance outputs and requirements as per the communication matrix.

Run ad-hoc scenarios within own portfolio of clients.
Calculate and provide leave quotas; process on WFM systems as required.
Responsible for applying workforce planning governance and best practice principles.
To provide root-cause analysis and feedback to the business about the reasons for a variance to forecast.
To look for constant improvement and opportunities for cost reduction and increased efficiency.
Incorporate attrition and shrinkage in the forecast applied seasonally.
Time in motion studies and benchmarking to establish optimal occupancy.

Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and adequately inherent to the position.

Manage campaigns like best time to sell and best times to send emails and SMS communications as well as speed to contact in relation to call-backs or digital communication requests.

Other Any other ad hoc duties that might be requiredWhat You'll Bring to the Team:
Ability to work under pressure and in a fast-paced growing environment.
Ability to manage data security and accessibility.
Ensure SLA's are achieved.
Ensure the quality outcome is achieved.
Strong business acumen.
Excellent presentation and reporting skills.
Excellent attention to detail.
Be highly accountable and trustworthy.
Strong planning, proactivity and problem-solving skills.
Excellent time management and the ability to multi-task.
Good communication skills.
Sound understanding of the various betting types and procedures.
So, are you ready to level up, learn, and perform at your best? Apply now
Please note that only applicants who meet the stipulated minimum requirements will be considered.

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