Workforce Planner

Introduction

We are seeking motivated and enthusiastic candidates passionate about delivering excellent service within the banking sector to join our team as a Workforce Planner. The role demands managing workforce operations, conducting detailed analyses, and collaborating with various teams to ensure accurate staffing projections and smooth daily operations.

Main Responsibilities

• Collaborate with relevant departments to develop precise staffing forecasts and oversee workforce operations including system and user management.
• Identify and address potential operational bottlenecks by analyzing data thoroughly.
• Provide continuous data and insights to support day-to-day planning and operations.

Experience Requirements

• At least 3 years’ experience in workforce planning and scheduling, including a minimum of 1 year in a contact centre environment.
• Proven ability to perform volume forecasting, average handle time (AHT) forecasts, and staffing headcount modeling.
• Familiarity with workforce management systems and related software tools.
• Experience in analyzing and presenting findings through reports, trend analysis, forecasts, and recommendations to both teams and senior management.

Preferred Experience

• Technical knowledge of Capitec Bank’s integrated systems, organizational structure, and infrastructure.

Educational Qualifications

• Minimum: Grade 12 National Certificate or Vocational qualification.
• Relevant tertiary qualification in Information Technology or Business Management.
• Preferred: Bachelor's Degree in Information Technology (Computer Science) or Business Management.

Knowledge Areas

• Understanding of Capitec Bank’s policies, procedures, products, and Contact Centre operations.
• Principles of client relationship management.
• Familiarity with processes within the relevant business division.
• Regulations concerning predictive dialler use.
• Effective engagement with internal stakeholders.

Core Skills

• Strong communication abilities.
• Proficient in computer applications such as MS Word, Excel, and Outlook.
• Commercial acumen and strategic thinking.
• Negotiation capabilities.
• Competent in reporting and data presentation.
• Analytical and problem-solving aptitude.
• Relationship management and interpersonal skills.
• Meticulous attention to detail.
• Organizational, planning, and coordination skills.
• Numerical reasoning skills.

Employment Conditions

• Must hold a clear criminal and credit record.

Additional Information

Our company is dedicated to diversity and aims to support employment equity in its hiring practices.

Application Process

• Candidates are invited to experience our company culture and complete a brief assessment.
• Following completion, applicants must finalize their application.