Senior Capacity Planner

Responsibilities

• Develop and maintain capacity plans that align with business goals
• Utilize forecasting models and data analysis to predict workload and staffing requirements
• Manage staffing levels, scheduling, and real-time adherence to maximize efficiency
• Monitor contact center performance metrics and adjust capacity plans
• Collaborate with operations and workforce management teams to coordinate activities
• Identify and implement process improvements to enhance accuracy and efficiency
• Prepare and present capacity planning reports to stakeholders
• Leverage technology and tools to support forecasting activities
• Identify and mitigate risks related to workforce management
• Ensure compliance with relevant regulations and internal policies

Requirements

• Bachelor's degree in business, operations management, statistics, or a related field
• At least 5 years of experience in capacity planning or workforce management within a contact center environment
• Proficiency in SQL for data extraction and manipulation
• Experience with workforce management software such as Verint, Aspect, or Genesys
• Advanced knowledge of Microsoft Excel including pivot tables and macros
• Familiarity with data visualization tools like Tableau or Power BI
• Experience with statistical forecasting models
• Knowledge of quality management systems like Six Sigma or Lean
• Strong analytical, problem-solving, and communication skills
• Ability to work in a fast-paced, dynamic e-commerce environment

About the Company

Takealot.com is a leading South African online retailer and a hyper-growth company. The team is entrepreneurial, dynamic, and customer-centric, with the shared ambition of being the leading e-commerce company in Africa.