Workforce Management Analyst

4 weeks ago

Cape Town, South Africa Yoco Full time

We’re looking for a skilled **Workforce Management Analyst** to establish and lead our workforce management function within the Customer Operations team.

**Who we are**:
Yoco is one of Africa's largest fintech companies, building an ecosystem of intuitive, dynamic payments and business tools. These connected tools are easy to tailor to diverse business needs, enabling brave businesses to do better and grow.

Founded in 2015, we now process over US$3 billion annually for over 400,000 businesses.

We are powered by over 330 people across our three talent hubs in the Netherlands and South Africa. We come from different backgrounds and have different viewpoints, so we can keep building cutting-edge financial tools for growing businesses.

We’re growing fast. With growth comes compelling challenges, which means that if you’re an ambitious problem-solver with big ideas you will be challenged, stimulated, and grow with us at Yoco. You have a passion for doing good. You’re bright and grounded, experimental and brave.

We believe growing together is a commitment and that it means being uncomfortable and overcoming problems, and when faced with such problems seeing opportunities where others see barriers. But we know it’s not for everyone.
We don’t stop pushing, we break things to rebuild, we challenge ourselves, and inspire each other. We’re constantly evolving - and we’re doing it fast.
Be Brave and Grow With Us.

**About the role**:
As our Workforce Management Analyst, you’ll be responsible for developing and managing the entire workforce management cycle, including forecasting, scheduling, real-time management, and performance analysis. You’ll play a critical role in maintaining service levels for our Customer Service and Anti-Financial Crime teams while driving efficiency improvements.

**What you will be doing**:

- **WFM Function Setup**: Design and implement a scalable workforce management framework that supports current and future business needs.
- **Forecasting & Capacity Planning**: Analyse historical data to predict contact volumes across channels and plan workforce capacity to meet demand.
- **Scheduling & Real-Time Management**: Develop staffing models and adjust resources in real time to meet customer demand fluctuations.
- **Performance Analysis**: Conduct detailed analyses on workforce metrics to optimise forecasting models and improve efficiency.
- **Collaboration**: Partner with operations management, hiring teams, and senior stakeholders to align workforce strategies with business goals.
- **Technology Utilisation**: Leverage workforce management software and analytical tools to enhance accuracy and efficiency.
- **Budget Management**:Support the development and management of the customer support budget, with a focus on labour costs.

**About you**:

- 5+ years of workforce management experience, preferably in a dynamic industry like fintech.
- Proven ability to take full ownership of WFM processes and initiatives.
- Expertise in workforce planning and scheduling, ideally within a customer support or call centre environment.
- Strong analytical skills and proficiency in data tools (Excel, SQL, Tableau).
- Excellent communication skills for presenting complex data to stakeholders.
- Knowledge of fintech industry trends and customer support operations.

**The people we’re looking for**:
We’re looking for people who want to grow and have a thirst for learning. And as Yoco grows, we hope they stay with us for the long-term.

Building solutions for a more equal society is a daunting task - and it’s not for everyone. We never stop pushing, we break things to rebuild, and we challenge ourselves and our teammates. We start over, we constantly evolve and we do it fast. We know that it’s just the right kind of meaningful madness for our kind of visionary human.

So, who are you? You’re someone who resonates with our mission and our values, and you’re relentlessly effective in your execution.

You’re a curious problem-solver with a passion for doing good. You’re bright, grounded, experimental and bold. You play open cards and get stuck in. You’re not afraid of change. You close the loop.

At Yoco, we laugh, embrace each other’s quirks, and support one another’s growth, all while staying authentic.

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