Junior Workforce Planner – Call Centre

About the role

The Junior Workforce Planner will support the Workforce Management team in a call centre environment, developing accurate staffing schedules across various time horizons and ensuring optimal coverage.

Key responsibilities

• Prepare and publish agent schedules after approval, ensuring compliance with BCEA and Labour Act.
• Analyse workload metrics, forecast staffing needs and provide inputs for the forecasting and scheduling process.
• Monitor real‑time staffing, generate ad‑hoc reports and maintain issue logs.
• Collaborate with Operations and Call Centre Management to present and obtain sign‑off on schedules.
• Maintain cumulative reporting, track contact‑centre metrics such as heat maps and hotspots, and recommend improvements.

Required profile

• 2–5 years of experience in workforce management within a contact centre, with dialler exposure.
• Grade 12 or NQF Level 4; tertiary qualification preferred.
• Strong analytical and reporting skills, with knowledge of statistics.

Required skills

• Proficiency in Microsoft Office (Excel, Word, PowerPoint).
• Experience using statistical packages for data analysis.