Description:
A leading company specializing in travel insurance is looking for a Workforce Planning Manager to join their Cape Town operations team. This role will play a key part in forecasting and planning resources for customer-facing operations, ensuring service excellence while driving efficiency and strategic alignment across the business.Responsibilities
Resource Forecasting
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Develop and maintain forecasting models to predict staffing needs.
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Analyse business trends, operational metrics, and historical data.
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Align resource forecasts with finance and operational plans.
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Present insights to support strategic planning and investment decisions.
Resource Planning
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Create and manage short-, medium-, and long-term workforce plans.
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Adjust plans based on changing demand, timelines, or priorities.
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Collaborate with operational departments to ensure alignment.
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Facilitate stakeholder meetings to review forecasts and update plans.
Data Analysis and Reporting
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Analyse resource utilisation and identify improvement opportunities.
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Maintain dashboards and performance reports for senior management.
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Translate operational data into clear, commercially focused insights.
Process Improvement & Risk Management
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Identify and implement improvements to forecasting accuracy and efficiency.
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Monitor changes to ensure continuous improvement and regulatory compliance.
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Assess risks to resource availability and implement contingency plans.
Requirements
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Strong analytical and problem-solving skills.
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Proven experience in workforce planning/forecasting in B2C or contact centre environments.
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Expertise in multi-channel service operations and customer demand dynamics.
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Proficiency with WFM tools (e.g., NICE, Verint, IEX, Calabrio).
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Strong communication and stakeholder engagement skills.
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Experience in scenario modelling, capacity planning, and continuous process improvement.
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Commercial acumen linking operational planning to financial outcomes.
Core Competencies:
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Performance Management – High
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Communication – High
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Team Working – Intermediate
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Commercial Awareness – High
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Client Service – Intermediate
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Innovation & Continuous Improvement – Intermediate
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Results Focused – High
Regulatory Responsibilities:
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Comply with regulatory conduct rules (FCA, Central Bank of Ireland).
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Undertake mandatory regulatory training and maintain fit and proper standards.
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Maintain honesty, integrity, competence, and financial soundness in all activities.
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Report conflicts of interest and uphold Duty of Responsibility in all role-related tasks.
Benefits
- Salary: Based on experience and qualifications.
-
Contact Hire Resolve for your next career-changing move today
- Apply for this role today, contact Gustav Vogel at Hire Resolve or on LinkedIn
- You can also visit the Hire Resolve website: hireresolve.us or email us your CV: gustav.vogel@hireresolve.us
- Please use " Workforce Planning Manager" as your subject line when applying via email
We will contact you telephonically in 3 days should you be successful.
Requirements:
-
Develop and maintain forecasting models to predict staffing needs.
-
Analyse business trends, operational metrics, and historical data.
-
Align resource forecasts with finance and operational plans.
-
Present insights to support strategic planning and investment decisions.
-
Create and manage short-, medium-, and long-term workforce plans.
-
Adjust plans based on changing demand, timelines, or priorities.
-
Collaborate with operational departments to ensure alignment.
-
Facilitate stakeholder meetings to review forecasts and update plans.
-
Analyse resource utilisation and identify improvement opportunities.
-
Maintain dashboards and performance reports for senior management.
-
Translate operational data into clear, commercially focused insights.
-
Identify and implement improvements to forecasting accuracy and efficiency.
-
Monitor changes to ensure continuous improvement and regulatory compliance.
-
Assess risks to resource availability and implement contingency plans.
-
Strong analytical and problem-solving skills.
-
Proven experience in workforce planning/forecasting in B2C or contact centre environments.
-
Expertise in multi-channel service operations and customer demand dynamics.
-
Proficiency with WFM tools (e.g., NICE, Verint, IEX, Calabrio).
-
Strong communication and stakeholder engagement skills.
-
Experience in scenario modelling, capacity planning, and continuous process improvement.
-
Commercial acumen linking operational planning to financial outcomes.
-
Performance Management – High
-
Communication – High
-
Team Working – Intermediate
-
Commercial Awareness – High
-
Client Service – Intermediate
-
Innovation & Continuous Improvement – Intermediate
-
Results Focused – High
-
Comply with regulatory conduct rules (FCA, Central Bank of Ireland).
-
Undertake mandatory regulatory training and maintain fit and proper standards.
-
Maintain honesty, integrity, competence, and financial soundness in all activities.
-
Report conflicts of interest and uphold Duty of Responsibility in all role-related tasks.
- Salary: Based on experience and qualifications.
-
Contact Hire Resolve for your next career-changing move today
- Apply for this role today, contact Gustav Vogel at Hire Resolve or on LinkedIn
- You can also visit the Hire Resolve website: hireresolve.us or email us your CV: gustav.vogel@hireresolve.us
- Please use " Workforce Planning Manager" as your subject line when applying via email
We will contact you telephonically in 3 days should you be successful.
- Apply for this role today, contact Gustav Vogel at Hire Resolve or on LinkedIn
- You can also visit the Hire Resolve website: hireresolve.us or email us your CV: gustav.vogel@hireresolve.us
- Please use " Workforce Planning Manager" as your subject line when applying via email