Senior Workforce Planner

Coactivate is currently looking for a highly motivated Senior Workforce Planner to join their team.

Purpose:

Responsible for forecasting staffing needs creating schedules monitoring workforce performance and ensuring the call centre has the right number of agents available to meet service level targets.

Minimum Requirements:

• Grade 12
• Relevant Degree / Diploma
• 3 5 years workforce planning experience in a call centre.
• Strong Excel and reporting skills.
• Knowledge of call centre KPIs and workforce systems.
• Good planning communication and problem-solving skills.
• Clear criminal record

Key Duties:

• Forecast call volumes and staffing requirements.
• Create and manage shift schedules.
• Monitor attendance adherence shrinkage occupancy and service levels.
• Prepare daily weekly and monthly workforce reports.
• Support real-time planning and adjust staffing where needed.
• Work with Operations HR Recruitment and Training teams.
• Identify staffing gaps and recommend improvements.
• Ensure workforce data and reports are accurate.
• Client engagement and meetings
• Collaborate with Operational teams for SLA achievement

Key KPIs:

• Forecast accuracy
• Schedule adherence
• Service level achievement
• Occupancy
• Shrinkage control
• Reporting accuracy

If you feel you meet the above criteria please send a motivational letter along with your CV to to apply.

Should you not be contacted within 7 days please consider your application as unsuccessful