Workforce Planning Analyst

SUMMARY:
Looking for a Workforce Planning Analyst in Durban. Join a dynamic team optimizing resource planning, forecasting demand, and improving efficiency in a fast-paced contact center.

POSITION INFO:

We’re looking for a Workforce Planning Analyst to join our client’s 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 Role

This 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 You’ll Be Doing

🔹 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.

🔹 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.

🔹 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.

🔹 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 We’re Looking For

✔ Experience: At least 2+ years in workforce planning, preferably in a contact center or customer service environment.
✔ Education: NQF Level 4/5 qualification.
✔ 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.
  ✔ 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.