Senior Workforce Planner

Coactivate is currently looking for a highly motivated Senior Workforce Planner to join their team.

Purpose:
Responsible for forecasting staffing needs, creating schedules, monitoring workforce performance, and ensuring the call centre has the right number of agents available to meet service level targets.

Minimum Requirements:

• Grade 12
• Relevant Degree / Diploma
• 3 - 5 years' workforce planning experience in a call centre.
• Strong Excel and reporting skills.
• Knowledge of call centre KPIs and workforce systems.
• Good planning, communication, and problem-solving skills.
• Clear criminal record

Key Duties:

• Forecast call volumes and staffing requirements.
• Create and manage shift schedules.
• Monitor attendance, adherence, shrinkage, occupancy, and service levels.
• Prepare daily, weekly, and monthly workforce reports.
• Support real-time planning and adjust staffing where needed.
• Work with Operations, HR, Recruitment, and Training teams.
• Identify staffing gaps and recommend improvements.
• Ensure workforce data and reports are accurate.
• Client engagement and meetings
• Collaborate with Operational teams for SLA achievement

Key KPIs:

• Forecast accuracy
• Schedule adherence
• Service level achievement
• Occupancy
• Shrinkage control
• Reporting accuracy

If you feel you meet the above criteria, please send a motivational letter along with your CV to [Email Address Removed] to apply.

Should you not be contacted within 7 days, please consider your application as unsuccessful

Desired Skills:

• Workforce Planner
• Call Centre
• MS Excel
• Reporting

Desired Work Experience:

• 2 to 5 years

Desired Qualification Level:

• Grade 12 / Matric

About The Employer:

CoActivate Group is a South African-born BPO and technology business with global reach. We blend people and platforms to deliver performance that scales - from outsourced contact centre services, to telecom solutions, to proprietary QA and agent management [URL Removed] portfolio includes:CoActivate BPO - customer engagement and sales, powered by real human [URL Removed] Connect & Jabba Mobile - telecom products and distribution that create access and economic [URL Removed] & AIMS - proprietary platforms that turn conversations and operations into intelligence, coaching, and [URL Removed] sets us apart? We don't just give data, we give answers. We don't just deploy people, we enable their performance. And we don't just meet targets, we drive meaningful impact for clients, customers, and communities.?? Real People. Real Results. Intelligently Driven.

- Website
- [URL Removed]