Job Description

• A leading insurance company is seeking a Workforce Planning Manager to join their Operations team in Cape Town. The successful candidate will be responsible for forecasting, planning, and optimising resources to ensure efficient customer-facing operations, with a strong focus on B2C Front Office environments.

Responsibilities 

• Develop and maintain resource forecasting models to predict future call, claims, and staffing requirements.
• Analyse trends, operational metrics, and business forecasts to anticipate resource needs.
• Create and adjust short-, medium-, and long-term resource plans to meet demand and business priorities.
• Coordinate with Operations, HR, and Finance to align workforce strategies with organisational goals.
• Present forecasting outputs and workforce strategies to senior stakeholders in a commercially relevant format.
• Monitor resource utilisation and implement improvements to enhance efficiency and accuracy.
• Identify risks related to resource availability and develop contingency plans.
• Develop dashboards and reports to track performance and inform decision-making.
• Continuously improve forecasting and planning processes using best practices and WFM technology.

Requirements 

• Proven experience in workforce forecasting and planning within a B2C Front Office or contact centre.
• Strong analytical and problem-solving skills, with the ability to interpret complex data and provide actionable insights.
• Experience with workforce management tools (e.g., NICE, Verint, IEX, Calabrio).
• Strong understanding of customer demand dynamics and operational drivers in multi-channel service environments.
• Excellent communication and stakeholder engagement skills.
• Commercial acumen, linking operational planning to financial outcomes and strategic goals.
• Experience in scenario modelling, capacity planning, and process improvement.
• Flexibility to adapt to changing business needs and work across geographies if required.