Takealot - Senior Capacity Planner (Workforce)

takealot.com , a leading South African online retailer, is looking for a highly talented Customer Service - Senior Capacity Planner to join our team in Cape Town.

We are a young, dynamic, hyper growth company looking for smart, creative, hard- working people with integrity to join us. We offer a market related, Total Remuneration Package which allows full flexibility according to your needs, a great work environment and a promise that you won’t be bored as long as you are prepared for a challenge and want to build something great

This position reports into the Head of Customer & Business Support Operations.

Your Responsibilities will include:

• Capacity Planning: Develop and maintain capacity plans that align with business goals and ensure optimal resource utilization.
• Forecasting and Analysis: Utilize forecasting models and data analysis to predict future workload and staffing requirements.
• Resource Optimization: Manage staffing levels, scheduling, and real-time adherence to maximize efficiency and meet service level objectives.
• Performance Monitoring: Monitor contact center performance metrics and adjust capacity plans as needed to meet or exceed targets.
• Cross-functional Collaboration: Work closely with operations, workforce management, and other teams to coordinate staffing and scheduling activities.
• Process Improvement: Identify and implement process improvements to enhance capacity planning accuracy and efficiency.
• Reporting and Communication: Prepare and present capacity planning reports and recommendations to stakeholders at all levels of the organization.
• Technology Utilization: Leverage technology and tools to support capacity planning and forecasting activities.
• Risk Management: Identify and mitigate risks related to capacity planning and workforce management.
• Compliance: Ensure compliance with relevant regulations and internal policies related to capacity planning and workforce management.

Attributes Required:

• SQL Proficiency: Ability to write and execute SQL queries to extract and manipulate data from databases, such as customer relationship management (CRM) systems, to support capacity planning and forecasting activities.
• Workforce Management Software: Experience with workforce management software, such as Verint, Aspect, or Genesys, to create and manage staffing schedules, track adherence, and generate reports.
• Microsoft Excel: Advanced knowledge of Microsoft Excel, including the ability to use advanced functions, pivot tables, and macros to analyze data and create reports for capacity planning purposes.
• Data Visualization Tools: Familiarity with data visualization tools, such as Tableau or Power BI, to create visually appealing and informative dashboards and reports for stakeholders.
• Forecasting Models: Experience with statistical forecasting models and techniques to predict future workload and staffing requirements based on historical data and trends.
• Quality Management Systems: Knowledge of quality management systems, such as Six Sigma or Lean, to identify and implement process improvements related to capacity planning and workforce management.
• Communication and Collaboration Tools: Proficiency in communication and collaboration tools, such as Microsoft Teams or Slack, to facilitate communication and collaboration with team members and stakeholders.
• Project Management Skills: Strong project management skills to effectively plan and execute capacity planning projects, including identifying requirements, developing timelines, and managing resources.
• Continuous Improvement Mindset: A mindset focused on continuous improvement, with the ability to identify opportunities for process improvement and efficiency gains in capacity planning and workforce management processes.

Qualifications and Experience:

• Education: Bachelor's degree in business, operations management, statistics, or a related field. A postgraduate qualification or certification in contact center management or operations would be advantageous.
• Experience: At least 5 years of experience in a capacity planning or workforce management role within a contact center environment, preferably in the e-commerce industry.
• Analytical Skills: Strong analytical skills with the ability to interpret data, trends, and metrics to inform capacity planning decisions.
• Technical Skills: Proficiency in workforce management software and tools, as well as advanced knowledge of Microsoft Excel or similar data analysis tools.
• Communication Skills: Excellent written and verbal communication skills, with the ability to effectively communicate complex concepts to stakeholders at all levels of the organization.
• Problem-Solving Skills: Strong problem-solving skills with the ability to think creatively and develop innovative solutions to capacity planning challenges.
• Teamwork and Collaboration: Ability to work effectively in a cross-functional team environment, collaborating with operations, workforce management, and other teams to achieve common goals.
• Attention to Detail: Strong attention to detail and accuracy in forecasting and capacity planning activities.
• Adaptability: Ability to adapt to changing priorities and work effectively in a fast-paced, dynamic environment.
• Industry Knowledge: Knowledge of the e-commerce industry and its unique challenges and opportunities related to capacity planning and workforce management.
• Compliance Knowledge: Familiarity with relevant regulations and best practices related to capacity planning and workforce management within the South African context

The Environment :

• takealot.com employees are entrepreneurial and dynamic, smart, customer-centric, fun and have the shared ambition of takealot.com being the leading e-commerce company in Africa.
• We have fun, work hard, take ownership, work in teams to create solutions, and are always open to direct feedback/new ideas on where we can improve.
• We are short on ego and high