Workforce Planner

Who we are

We're part of Super Group, the NYSE-listed digital gaming company behind some of the world's leading Sports and iGaming brands.

Our journey at Betway Africa started in 1999 with a handful of brilliant individuals and some very big picture thinking. Now, we are an ever-growing community of 300+ talented and exceptional people at the forefront of the vast and competitive world. Our expertise lies in marketing, customer service and technology.

Who we're looking for

We're on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At Betway Africa, every day is action-packed, and we expect you to bring your A-game. In return, you'll find a supportive environment where your skills can flourish and your career can soar.

Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary.

Why we need you

We're on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision.

As a Workforce Planner (Rostering) you'll be supporting the delivery of balancing service level objectives with employee availability, business needs, and compliance requirements, covering developing, maintaining, and optimising staff schedules to ensure efficient coverage of the contact centre operation. This will help us excel at providing a super class customer service to stay ahead of the game

What you'll be doing

As part of your role, your responsibilities will include:

Rostering & Scheduling

• Create and maintain Customer Service Host and Team Lead rosters that align staffing levels with forecasted contact volumes across all channels (voice, chat, email, social media).
• Ensure rosters support 24/7 operational coverage as needed, considering peak periods, promotional events, and regulatory obligations.
• Adjust schedules in response to real-time performance data, absence trends, and business updates.
• Manage shift swaps, leave requests, and other scheduling exceptions while maintaining adequate coverage.

Workforce Planning

• Collaborate with teams to align scheduling with volume projections and historical data.
• Ensure shift patterns comply with labour laws, regulatory requirements, and internal policies.
• Recommend improvements to shift structures, coverage models, and resource utilization.
• Contribute to capacity planning to support business growth, seasonal trends, and product launches.

Reporting & Analysis

• Produce and share regular reports on schedule adherence, shrinkage, and staffing gaps.
• Monitor roster efficiency and provide recommendations to operations management
• Analyze the impact of rostering decisions on service levels and operational performance.

Stakeholder Engagement

• Where applicable, work closely with Team Leads, Floor Managers, Operations Managers, Real-Time Analysts, and HR to support workforce management processes.
• Communicate clearly with Customer Service Hosts about schedules, changes, and expectations.
• Support projects involving new tools, processes, or shifts in operational demand.

This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.

Essential skills you'll bring to the table

The necessary skills that we require for this role include:

• Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
• Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
• Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
• Exceptional attention to detail, ensuring high standards of quality in all outputs
• Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations
• Strong analytical and problem-solving skills
• High attention to detail and accuracy
• Excellent organisational and time management skills
• Proficient knowledge and experience in Workforce Management (WFM) systems
• Knowledge of contact centre operations and metrics (AHT, service level, occupancy, etc.)
• At least 3 years of experience in workforce planning, scheduling, or rostering within a contact centre environment
• Intermediate to advance Microsoft Excel skills
• Standard office hours with flexibility for operational support during weekends, evenings, or promotional events

Desirable skills you've got up your sleeve

It would be great if you also have some of the following skills:

• In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends
• Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations
• Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards
• Experience in developing and executing customer retention strategies
• Familiarity with South African labour legislation and scheduling compliance standards
• Familiarity with labour legislation and scheduling compliance standards in African countries such as Ghana, Nigeria, Tanzania, Malawi, Mozambique, Zambia and Botswana
• Experience in developing and executing customer retention strategies

Our values are non-negotiables

Our culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies, these are essential for all employees in order for you to embed in and drive our culture forward.

These competencies are:

• Adaptability
• Ownership and accountability
• Initiating action
• Resilience
• Team orientation
• Integrity
• Innovation

What you'll get back

We offer a great variety of personal and professional benefits to help you thrive at Betway Africa and Super Group. This includes:

• We're dedicated to your supergrowth. Our comprehensive learning and development programmes give you a range of resources and opportunities to expand your skills and advance your career.
• Your hard work and achievements won't go unnoticed. Our innovative Performance Tool ensures you receive regular, constructive feedback, helping you to continuously improve and reach your full potential.
• Our Employee Assistance programme offers a variety of benefits which you and your family can benefit from.
• Free Daily Meals
• Group Life Cover
• Funeral Fund Benefit
• Financial Services Assistance
• Income Continuation Benefit
• Referral Bonus
• Medical Aid & Provident Fund Contribution
• Free Sleep Coaching
• On-site Barista

Be part of that Superclass feeling

At Super Group, diversity is part of our DNA. With teams across 16 countries, 85 nationalities, and 19 languages, we take equal opportunities seriously, championing a supportive, inclusive and empowering environment wherever you are in the Group.

It's all about putting your experience first and ensuring honesty and fairness in all we do. Here, your growth is supported and your contributions valued.

Game on