Senior Workforce Management Planner
- Johannesburg, Gauteng
- Permanent
- Full-time
- Forecasting & Capacity Planning: short-term and long-term forecasts for multi-channel (voice, chat, email, etc.) contact volumes, taking into consideration seasonal efforts, alignments with marketing objectives
- Scheduling & Automation of scheduling:-Nationally and Internationally, ensuring in line with labour laws and agreements
- Real-Time Management (RTM) & Intraday Monitoring & Reforcasting for demand
- Data and Insights - prepare performance reports and Insights (e.g., adherence, occupancy, forecast accuracy, SLA attainment)
- System Optimization & Support: Serve as a subject matter expert (SME) on Genesys WFM tools, driving enhancements and training initiatives
- Leadership & Collaboration: Mentor Junior WFM's and work cross functionally with Data Science, HR, Training to align workforce plans with recruitment, training, and leave planning
- Proficiency in Genesys/Cloud based WFM platforms & reporting tools.
- Advanced Excel and data analysis skills.
- Experience multi-channel environments will be advantageous
- Matric + Tertiary degree or Diploma ( Analytics/BSC, Data related is preferred)
- Genesys WFM certification(s) preferable
- Process or workflow improvement qualification will be advantageous