Workforce Planner

2 months ago

Durban, South Africa Konecta SA Full time

We are a leading Business Process Outsourcing (BPO) company committed to delivering exceptional customer service and operational excellence. We are looking for an experienced Workforce Planner to join our dynamic team and help optimize staffing strategies to meet our clients' evolving needs.

**Key Responsibilities**:

- Develop and maintain workforce management strategies, including forecasting, scheduling, and real-time management for contact center operations.
- Analyze historical data to predict staffing requirements, ensuring optimal resource allocation.
- Create shift schedules based on workload forecasts, ensuring coverage meets service level agreements (SLAs).
- Monitor daily, weekly, and monthly call volume, agent performance, and adherence to schedules.
- Collaborate with operations, HR, and management to ensure alignment between business goals and workforce needs.
- Manage workforce optimization tools and software, ensuring accurate data entry and reporting.
- Conduct regular analysis of staffing metrics and provide actionable insights to improve efficiency and productivity.
- Identify trends, risks, and opportunities for process improvements in workforce planning.
- Lead initiatives to reduce overstaffing and understaffing, ensuring cost-effectiveness without compromising service quality.
- Prepare detailed workforce reports and present findings to senior management.

**Requirements**:

- **Matric**:

- **Experience**: Minimum of 3-5 years in workforce planning, preferably within a BPO environment.
- **Technical Skills**: Proficiency in workforce management tools (e.g.Verint,Calabrio, IEX, ) and MS Office Suite, particularly Excel.
- Strong analytical skills with the ability to interpret complex data and present clear, actionable recommendations.
- Excellent communication and collaboration skills with cross-functional teams.
- Ability to work in a fast-paced, high-pressure environment and meet tight deadlines.
- Strong attention to detail and a results-oriented mindset.
- Knowledge of BPO industry dynamics and trends is highly advantageous.

**Job Types**: Full-time, Permanent

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