Analyst WFM Scheduling Financial Services Onsite Cape Town

What youll do

• As aPlanning & Scheduling Analyst youll be the person behind the plan.
• Youll create maintain and optimize schedules that align staffing to forecasted demand and client requirements.
• Your work will directly support:
  • Service level achievement
  • Productivity
  • Cost efficiency
  • Employee utilization
  • Customer experience

Why this role matters

• Youll work closely withoperations leaders workforce teams and client stakeholders.
• Youll help ensure schedules are:
  • Practical
  • Data-driven
  • Efficient
  • Responsive to changing business needs

Own scheduling and staffing performance

• Build and manage schedules in anaccurate and timelyway.
• Trackattendanceand schedule performance against plan.
• Monitordelivery attainment in real time.
• Managebreaks adherence AHT and service level metrics.

Spot trends and solve problems

• Reviewday-of-weekandintraday patterns.
• Monitorplan vs actualperformance by interval.
• Capture reasons for performance deviations.
• Manageassumptionsand supportAHT profiling.

Reporting and stakeholder communication

• Preparedaily weekly and monthlyinternal and client reports.
• Ensure reporting isaccurate timely and actionable.
• Raise alerts when timelines are at risk.
• Communicate metric status and service level performance withclient POCsand internal teams.

Collaborate across the business

• Work withoperations quality training and workforce teams.
• Help scheduletraining coaching shift bids overtime and time-off requests.
• Support staffing decisions based on business goals and intraday performance.
• Review current scheduling processes and recommend smarter more efficient ways of working.

Drive business health

• Help develop staffing requirements foroverhead absences time-off and overtime.
• Identify schedule and plan changes in relevant systems and escalate where needed.
• Maintain WFM tools and setups such asIEX entities.
• Partner with planning and real-time teams to improve profitability and operational health.

Strong analytical thinking

• You can interpret operational data and turn it into clear staffing plans.
• You can detectpatterns risks and planning inefficiencies.
• You understand how workforce decisions affect business performance.

WFM knowledge

• You have a solid understanding ofWorkforce Management concepts.
• Experience withcontact centerorback-office staffing modelsis highly valuable.
• Familiarity with WFM platforms is preferred including:
  • NICE IEX
  • Verint
  • Aspect
  • Genesys
  • Other workforce scheduling tools

Excel confidence

• Youre comfortable usingExcelfor planning and analysis.
• This includes:
  • Pivot tables
  • Formulas
  • Data validation
  • Charts
  • Lookup functions

Accuracy and communication

• You work with a high level ofprecision.
• You can explain workforce implications in simple business-friendly language.
• You are comfortable working withcross-functional teamsandsenior stakeholders.
• You communicate clearly in reports updates and escalations.

Adaptability under pressure

• You respond quickly to changing demand and operational constraints.
• You make practical recommendations in a fast-moving environment.
• You balanceservice people and costeffectively.
• You can manage urgent schedule changes while keeping long-term planning on track.