Planning Analyst - Remote

Overview

The Planning Analyst reports to the Workforce Manager. The Mukuru Contact Centre operates in a dynamic, fast-paced, multi-channel environment, supporting diverse products and customer bases across multiple geographies and languages. Service excellence is at the core of our customer promise, and the ability to match staffing with fluctuating demand is key to meeting our service levels and operational efficiency goals.

The Planning Analyst plays a central role within the Workforce Management team, providing the foundational planning and scheduling functions that support optimal staffing, adherence to SLAs, and operational agility. This role requires a blend of analytical capability, deep operational understanding, and the ability to collaborate across functions to ensure that the contact center remains well-resourced and responsive to business needs.

In Short

• Develop comprehensive long-term plans to meet organizational goals.
• Analyze data to inform and support strategic planning decisions.
• Optimize resource usage for improved efficiency and effectiveness.
• Forecast future needs and trends using market insights and data.
• Deliver reports and presentations for senior management.
• Collaborate across departments to align planning with strategic goals.
• Embrace automation and WFM technology to boost performance.
• Build and publish accurate and efficient agent schedules.
• Monitor all queues in real time to maintain service level targets.
• Provide backup and assistance to the Workforce Manager and team.

Requirements

• Grade 12 / Matric (Essential)
• Degree or Diploma in a related field (Desirable)
• Proven track record in Workforce Management methodologies
• Analytical thinking and strong problem-solving abilities
• Time management and organizational skills
• Cross-functional collaboration and communication
• Proactive, solutions-focused approach
• High level of integrity and discretion with sensitive data

Benefits

• Engage in regular performance and KPI review sessions.
• Stay up to date on product, service, and system changes.
• Opportunity to work in a diverse and inclusive environment.