Job Title: Workforce Planning Analyst  

Location: Richefond Circle

Hours: Monday to Friday 9am to 7pm

Salary: up to R360 000.00 per annum DOE 

This is a permanent full-time role as a Workforce Planning Analyst in our Richefond Circle, South Africa office. The role is on-site.

Kura provides award-winning outsourced  contact centre solutions across UK and South Africa. Its software subsidiary, Inisoft, develops advisor desktop solutions with full omni-channel capabilities, sold globally. Kura & Inisoft create and provide services and solutions to over 50 clients across many industry verticals. About Us: We are in business because we want to help people to develop and to reach their full potential.

We are building a culture that shifts the mind-set from focusing on “things and stuff” to “people and behaviour”. We call this process “Crossing the Bridge”. Our Vision is to be “Unrivalled in Developing People."

What if you worked with a company that has the same passion for delivering high quality customer service as you? What if that company was highly focused on developing you as an individual, invested in growing your leadership and management skills, and giving you both the tools and autonomy you need to be successful?

In this role you will play a crucial role in analyzing and optimizing resource plans across cross-functional accounts. Your primary responsibility will be to provide accurate forecasting, create effective workforce/ workload models, and identify improvement opportunities to enhance productivity and revenue.

You will be responsible for:

1. Forecasting and Demand Analysis:

• Utilize historical data, trends, and other key indicators to generate accurate demand forecasts. This will include forecasting for omni channel.
• Collaborate with operations teams to identify key drivers that impact intraday performance and factor them into capacity models to reforecast demand and build remedial plans
• Regularly monitor forecast vs planned accuracy and make necessary adjustments to improve future plans.

2. Resource and Capacity Planning:

• Develop resource plans to ensure optimal utilization of available resources across cross-functional accounts.
• Collaborate with workforce planning team internally to allocate staff efficiently and align schedules with forecasted demand.
• Monitor capacity utilization, queue availability and proactively identify potential bottlenecks or overages, recommending adjustments as needed.

3. Performance Analysis and Reporting:

• Conduct performance analysis by comparing actual KPI outcomes with forecasts and targets.
• Identify and investigate deviations from plan, analysing root causes and providing recommendations for improvement.
• Create dashboards, reports, and presentations to communicate telephony and staffing performance insights to stakeholders.

4. SOP Improvement Initiatives:

• Continuously identify opportunities to enhance optimisations, streamline processes, and reduce costs across the business
• Collaborate with all internal stakeholders to implement process improvements, ensuring alignment with organizational goals.

5. Cross-functional Collaboration & Stakeholder Management:

• Work closely with operations teams, workforce management, quality assurance, and other relevant stakeholders to gather insights and understand account-specific requirements (with internal and externals stakeholders)
• Work with Senior ops to align planning activities with client expectations and contractual obligations.
• Act as a liaison between different departments, fostering effective communication and promoting a collaborative work environment.

As well as a clear structure for your personal and professional development we also provide a comprehensive package of benefits which include medical insurance, canteen allowance and more.

EDUCATION AND QUALIFICATIONS

Essential

• NQF level 4/5
• Lean 6 Sigma preferrable

Desired

• Award winning capabilities in Planning

SKILLS, KNOWLEDGE AND CAPABILITY

Essential

• Strong analytical and problem-solving skills, with the ability to analyse complex data sets and translate them into actionable insights.
• Advanced proficiency in Microsoft Excel (pivot tables, formulas, macros) and other data analysis tools.
• Excellent communication skills, with the ability to present complex information in a clear and concise manner.
• Ability to work in a fast-paced, deadline-driven environment.
• Experience with workforce management tools and forecasting software is a plus.

Feel ready to jump in? Click Apply Now or contact the team:

• WhatsApp our Recruitment Team: 083 593 1232
• Email us: ksarecruitment@wearekura.com