Let's Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

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The Workforce Planner Lead is responsible for overseeing the workforce planning team and ensuring optimal staffing levels to meet call center performance targets. This role involves advanced forecasting, strategic planning, and leadership to drive efficiency and productivity within the call center.

Responsibilities:

Develop and maintain accurate short-term and long-term forecasts of call volumes and staffing requirements.

Create and manage agent schedules to align with forecasted demand and service level agreements.

Monitor real-time performance and make intraday adjustments to optimize productivity and service levels.

Collaborate with team leaders and operations to manage shrinkage, absenteeism, and schedule adherence.

Analyze workforce metrics and trends to identify areas for improvement and support strategic decision-making.

Provide regular reports and recommendations to management on workforce planning performance.

Skills & Experience:

Strong analytical and problem-solving skills.

Proficiency with workforce management tools (e.g., NICE, Verint, Genesys WFM).

Excellent communication and collaboration abilities.

Experience in a contact centre or similar fast-paced environment preferred.

Qualifications:

Bachelors Degree in Business Administration Statistics or related field

Skills

Action Planning, Agile Project Management, Change Management, Executing Plans, Legal Practices, Occupational Safety and Health, Oral Communications, Policies & Procedures, Professional Presentation, Project Delivery Management, Safety Management, Servant Leadership

Competencies

Builds Effective TeamsCommunicates EffectivelyCustomer FocusDirects WorkDrives EngagementDrives ResultsEnsures AccountabilityFinancial Acumen

Education

NQF Level 7 - Degree, Advance Diploma or Postgraduate Certificate or equivalent

Closing Date

20 July 2025 , 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

The Old Mutual Story!