Job Description

Were looking for a Workforce Planning Analyst to join our clients team in the northern suburbs of Durban. If you have a knack for forecasting, resource planning, and data analysis, this could be the perfect opportunity for you!About the RoleThis role is all about ensuring the right people are in the right place at the right time to keep customer service operations running efficiently. You'll be responsible for forecasting demand, optimizing staff schedules, analyzing performance, and identifying process improvements to boost productivity.What Youll Be Doingxf0x9fx94xb9 Forecasting & Demand Planning

• Analyze historical data to predict customer demand across various service channels.
• Work closely with operational teams to adjust forecasts based on real-time trends.
• Continuously track forecast accuracy and make adjustments to improve efficiency.

xf0x9fx94xb9 Workforce & Capacity Planning

• Develop resource allocation plans to ensure efficient staffing levels.
• Coordinate with internal teams to align schedules with demand forecasts.
• Identify potential staffing shortages or surpluses and recommend adjustments.

xf0x9fx94xb9 Performance Analysis & Reporting

• Compare actual performance vs. forecasted targets to identify trends and gaps.
• Provide insights and recommendations to improve operational efficiency.
• Create reports and dashboards to communicate findings to key stakeholders.

xf0x9fx94xb9 Process Improvement & Collaboration

• Work with various teams to implement workflow enhancements and cost-saving initiatives.
• Engage with senior leadership and stakeholders to align workforce strategies with business goals.

Who Were Looking Forxe2x9cx94 Experience: At least 2+ years in workforce planning, preferably in a contact center or customer service environment.
xe2x9cx94 Education: NQF Level 4/5 qualification.
xe2x9cx94 Skills & Tools:

• Advanced Excel proficiency (pivot tables, formulas, macros).
• Strong analytical and problem-solving skills.
• Ability to interpret complex data and translate it into actionable strategies.
• Excellent communication skills to engage with internal teams and leadership.
• Experience with workforce management tools and forecasting software is a plus.

xe2x9cx94 Mindset: * Passionate about workforce optimization and efficiency.

• Proactive problem-solver who can make data-driven decisions.
• Able to manage multiple priorities in a fast-paced environment.

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