Takealot - Senior Capacity Planner (Workforce)
Core
Develop and maintain capacity plans, forecast workload, and optimize staffing levels for a contact center to meet service level objectives.
Role type
Senior IC workforce capacity planner
Builds
Staffing schedules and resource allocation plans
Domain
E-commerce / Contact Center Operations
Required skills
SQL, Workforce Management Software (Verint, Aspect, Genesys), Advanced Excel, Data Visualization (Tableau, Power BI), Statistical Forecasting, Six Sigma/Lean, Project Management
Preferred skills
Postgraduate qualification in contact center management, E-commerce industry experience
Technologies
Verint, Aspect, Genesys, Tableau, Power BI, Microsoft Teams, Slack
Responsibilities
Develop capacity plans aligned with business goals, forecast future workload and staffing requirements, manage staffing levels and scheduling, monitor contact center performance metrics, collaborate with operations and workforce management teams, implement process improvements, prepare reports for stakeholders, mitigate capacity planning risks, ensure regulatory compliance
Seniority
Senior, hands-on IC
