Workforce Planner Lead
Workforce Planner Lead
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Lets Write Africas Story Together!
Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.
Job Description
naThe Workforce Planner Lead is responsible for overseeing the workforce planning team and ensuring optimal staffing levels to meet call center performance targets. This role involves advanced forecasting strategic planning and leadership to drive efficiency and productivity within the call center.Responsibilities:
Develop and maintain accurate shortterm and longterm forecasts of call volumes and staffing requirements.
Create and manage agent schedules to align with forecasted demand and service level agreements.
Monitor realtime performance and make intraday adjustments to optimize productivity and service levels.
Collaborate with team leaders and operations to manage shrinkage absenteeism and schedule adherence.
Analyze workforce metrics and trends to identify areas for improvement and support strategic decisionmaking.
Provide regular reports and recommendations to management on workforce planning performance.
Skills & Experience:
Strong analytical and problemsolving skills.
Proficiency with workforce management tools (e.g. NICE Verint Genesys WFM).
Excellent communication and collaboration abilities.
Experience in a contact centre or similar fastpaced environment preferred.
Qualifications:
Bachelors Degree in Business Administration Statistics or related field
Skills
Action Planning Agile Project Management Change Management Executing Plans Legal Practices Occupational Safety and Health Oral Communications Policies & Procedures Professional Presentation Project Delivery Management Safety Management Servant LeadershipCompetencies
Builds Effective TeamsCommunicates EffectivelyCustomer FocusDirects WorkDrives EngagementDrives ResultsEnsures AccountabilityFinancial AcumenEducation
NQF Level 7 Degree Advance Diploma or Postgraduate Certificate or equivalentClosing Date
11 May 2025 23:59The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.
The Old Mutual Story!
Employment Type
Full-Time
