Workforce Planning Manager
Hire Resolve
Career Opportunity: Workforce Planning Manager
Location: Cape Town
Industry: Insurance
Salary: Highly Competitive Market-Related CTC Package
Start Date: ASAP
Are you a strategic leader with high commercial acumen and proven experience in workforce management and resource forecasting for high-volume, customer-facing operations?
Our client, a global leader in the Insurance sector, is seeking a Workforce Planning Manager to drive strategic staffing plans for their customer-facing operations, with a particular focus on B2C Front Office environments . This pivotal role requires using advanced data analysis and predictive modeling to ensure operational efficiency, scalability, and high customer satisfaction.
This is an opportunity to directly influence business objectives, support strategic planning, and present complex operational outputs in a commercially relevant way to senior stakeholders.
Key Responsibilities:
Resource Forecasting & Planning
Forecasting Models: Develop and maintain resource forecasting models to predict future call, claims, and resource requirements based on historical data and projected trends.
Strategic Planning: Create comprehensive Short, Medium, and Long-Term resource plans to ensure efficient use of resources across multiple channels.
Commercial Alignment: Collaborate with finance and operational teams to align resource forecasts and plans with broader business objectives, ensuring commercial viability.
Stakeholder Engagement: Facilitate regular meetings to review forecasts, address challenges, and communicate resource plans effectively to all relevant parties.
Data, Process & Risk Management
Data Analysis: Gather, analyse, and interpret complex data to provide insights into resource utilisation and performance indicators.
Reporting: Develop and maintain dashboards and reports, translating operational data into clear, commercially focused insights for senior management.
Process Improvement: Identify and implement improvements, utilizing WFM technology (e.g., NICE, Verint, IEX, Calabrio) to enhance the accuracy of forecasting and planning processes.
Risk Management: Assess potential risks related to resource availability, develop contingency plans, and ensure compliance with internal policies and regulatory conduct rules.
Minimum Requirements:
Experience (Essential): Proven, extensive experience in resource forecasting and planning within a B2C Front Office or contact centre environment.
WFM Proficiency: Proficiency in workforce management and planning tools (e.g., NICE, Verint, IEX, Calabrio).
Skills:
Commercial Acumen: Strong ability to link operational planning to financial outcomes and strategic goals.
Analytical: Strong analytical and problem-solving skills, with experience in scenario modelling and capacity planning.
Communication: Skilled in presenting workforce strategies and performance insights to senior stakeholders, focusing on financial impact.
Other: Flexibility to adapt to changing business needs and work across time zones or geographies as required.
How to Apply:
If you are a strategic Workforce Planning Manager ready to take on a high-impact leadership role in Cape Town:
Send your comprehensive CV to the Hire Resolve team.
Connect with Lidene Pienaar via LinkedIn today!
Contact: *****@*****.co.za
? Website:
Reference: WFPManager_CPT_2025
Note: Due to the high volume of applications, if you are not contacted within 2 weeks of your application, please accept that your application was unsuccessful
- ...Key Responsibilities ~ Translate forecasts, contact volumes, arrival patterns and Average Handle Time trends into effective workforce plans. ~ Develop daily, weekly, fortnightly and monthly schedules and rosters. ~ Ensure staffing levels are aligned with forecasted...
- ...Our client in the BPO sector is urgently looking for Workforce Manager: Requirements ~ Candidate must possess at least a Bachelors/College Degree ~4 years minimum experience in Workforce Management ~ Dialer experience for outbound campaigns a must ~ Excellent...
- ...Responsibilities ~ Lead short- and long-term forecasting, capacity planning and workforce modelling. ~ Develop staffing plans aligned with... ...level requirements. ~ Oversee scheduling, shrinkage management, skill-based requirements and schedule optimisation. ~...
- Hire Resolve's client is seeking a highly motivated and experienced Planning Manager to join their team in the packaging industry in the Western Cape. The successful candidate will be responsible for overseeing the planning and scheduling of production activities, ensuring...
- ...Hire Resolves client in the Pharmaceutical Industry is urgently seeking the expertise of a Planning Manager to join their team in Cape Town, Western Cape. Responsibilities: Manage, lead, and drive the Supply S&OP and Reconciliation S&OP Process Lead and manage...
- ...measurable impact. Job Description Do you love puzzles, planning, problem-solving, and making sure the right people are in... ...re on the hunt for an energetic and detail-driven Assistant Manager - Workforce Management (WFM) to join our fast-paced BPO environment....
- ...environment, we'd like to hear from you. Our client is seeking a financial guru to lead the Group's financial planning, budgeting, forecasting and management reporting function across more than 20 international subsidiaries . This is a career-defining...
- ...Responsibilities will include: Capacity Planning: Develop and maintain capacity plans... ...requirements. Resource Optimization: Manage staffing levels, scheduling, and real-time... ...: Work closely with operations, workforce management, and other teams to coordinate...
- ...Cape Town that is seeking a highly organised and detail-oriented Planning Coordinator. This role involves coordinating and overseeing the... ...internal teams to ensure smooth coordination of activities Manage inventory levels and ensure accurate stock control, if...
- ...in the food and beverage industry in the Western Cape. They are seeking a talented Planning Specialist to join their team and help them optimize their production, inventory management, and distribution processes. Responsibilities: Develop and implement strategic...
- ...Good Manufacturing Practices Ensure Service Failures are prevented by using the SFA management system Ensure adherence to ISO management and best practices Daily planning and co-ordinates Transport requirements. Management of both the Finished goods, Local...
- ...Contact Us ~ Creative Coast Cam Creative Coast Cam Home Planning Director Planning Director Posted: 08/07/2026... ...capacity to be changed, and who universally embraces the City Manager’s desired culture, which is firmly rooted in feedback. As a...
- ...Resolve's client is seeking a highly organized and detail-oriented Planning Coordinator to join their food production company in the... ...degree in food science, business administration, supply chain management, or a related field. Certifications in supply chain management...
- ...Ackermans is looking for a commercially strong Chief Executive: Planning to lead merchandise planning for one of South Africa’s most... ...execution. Drive stock productivity, stock turn, markdown management, margin protection and cash-flow discipline. Lead a multi-year...
- ...and most trusted property search websites in the UK. OneDome's managed websites are among the most visited property websites in the UK... ...mortgage brokerages in the UK, Providing mortgages, financial planning services, income protection, life and critical illness cover. This...
- ...regulated environment ~ Completed a degree in a related field i.e Business, Finance or Economics ~ Excellent organisational and time management skills. ~ Strong attention to detail with the ability to handle sensitive information accurately. ~ Excellent written and...
- ...is seeking a highly organised and detail-oriented Inventory & Planning Coordinator to join their growing Product team. This role plays... ...availability, accurate planning data, effective inventory management, and seamless operational execution across the business....
- ...Role Purpose The COC Planning Lead is responsible for ensuring optimal gantry utilization, effective plant-to-plant planning, and seamless... ..., and gantry optimization through effective collaboration. Manage plant-to-plant planning and load coordination aligned with...
- ...looking to take your career to the next level? Momentum Financial Planning is seeking a dynamic and professional Financial Advisor to... ...Access to professional financial planning and wealth management solutions A supportive and collaborative environment The...
- ...for ensuring that all staff have the equipment to do the tasks set out, as a Site Supervisor you will be responsible for the planning and management of all activities on site and to ensure that this is done in line with client’s requirements and in line with company...
- ...Financial Planning and Analysis A high-impact finance role that’s all about turning numbers into smart business decisions. This Financial... ...design, set-up and optimisation to support effective cost management Analyse cost structures and highlight opportunities to...
- ...Financial Planning and Analysis A sharp, data-savvy FP&A professional will thrive here, helping shape financial decisions through... ...through. COMPETENCIES Finance-tech fluency Stakeholder management Problem-solving Automation mindset Ownership and...
- ...Are You an Ambitious Financial Advisor Looking for a Business That Will Invest in Your Long-Term Success? Momentum Financial Planning is looking for driven and entrepreneurial Financial Advisors who are ready to build a successful and sustainable practice with the support...
- ...Financial Planning & Analysis Analyst (FP&A) Cape Town, Western Cape Annual Cost to Company: R1.6mil - R1.7mil per annum. A... ...annual budgeting and forecasting processes. Produce insightful management reports, dashboards and financial analysis for senior...
- ...Financial: Plan, implement and monitor relevant advertisement (recruitment) requirements Manage staff overpayments Internal Industrial Relations / Employee... ...to ensure labour stability and productive workforce relationships Provide HR support and advice...
- ...showcasing exceptional expertise in call center management. Possess financial sector experience.... ...voice, chat, email, back-office, workforce management, training, quality,... ...overall customer experience. Strategically plan and execute operations to accomplish the...
- ...telecommunication company is looking for an Operations Manager who holds overall management and... ...and quality, and that resources are planned and balanced across departments.... ...hold accountable the wider operational workforce Team Leaders, technicians and general workers...
- ...client is seeking an experienced and dynamic HR Operations Manager to join their team in Cape Town, WC . The HR Operations Manager... ...process improvement for HR service delivery. Conduct workforce planning and manage employee lifecycle processes. Analyze HR...
- ...procurement to avoid last-minute shortages. ~ Manage and lead all on-site personnel,... .... ~ Ensure real-time updates to planning tools (e.g., Mondays.com) are made and monitored... ...site performance, cost impacts, and workforce discipline issues to the Chief Engineer....
- ...currently seeking a highly skilled and experienced Distribution Manager to join their manufacturing team based in the Western Cape. The... ...5 years experience in a management position (managing a workforce of more than 50) Proven track record of successfully implementing...
Do you want to receive more vacancies?
Subscribe and receive similar vacancies to Workforce Planning Manager. Be the first to apply!
