Search thousands of fresh jobs

×
Return to results
This job is expired
121 Talent

Senior Workforce Planner

121 Talent

  • Undisclosed
  • Permanent Senior position
  • Durban (Durban CBD)
  • Posted 11 Jun 2026 by 121 Talent
  • Job 2638983 - Ref SWP001
Save

About the position

Coactivate is currently looking for a highly motivated Senior Workforce Planner to join their team.

Purpose:
Responsible for forecasting staffing needs, creating schedules, monitoring workforce performance, and ensuring the call centre has the right number of agents available to meet service level targets.

Minimum Requirements:

  • Grade 12
  • Relevant Degree / Diploma
  • 3 - 5 years' workforce planning experience in a call centre.
  • Strong Excel and reporting skills.
  • Knowledge of call centre KPIs and workforce systems.
  • Good planning, communication, and problem-solving skills.
  • Clear criminal record

Key Duties:

  • Forecast call volumes and staffing requirements.
  • Create and manage shift schedules.
  • Monitor attendance, adherence, shrinkage, occupancy, and service levels.
  • Prepare daily, weekly, and monthly workforce reports.
  • Support real-time planning and adjust staffing where needed.
  • Work with Operations, HR, Recruitment, and Training teams.
  • Identify staffing gaps and recommend improvements.
  • Ensure workforce data and reports are accurate.
  • Client engagement and meetings
  • Collaborate with Operational teams for SLA achievement

Key KPIs:

  • Forecast accuracy
  • Schedule adherence
  • Service level achievement
  • Occupancy
  • Shrinkage control
  • Reporting accuracy

If you feel you meet the above criteria, please send a motivational letter along with your CV to [Email Address Removed] to apply.

Should you not be contacted within 7 days, please consider your application as unsuccessful

Desired Skills:

  • Workforce Planner
  • Call Centre
  • MS Excel
  • Reporting

Desired Work Experience:

  • 2 to 5 years

Desired Qualification Level:

  • Grade 12 / Matric

About The Employer:

CoActivate Group is a South African-born BPO and technology business with global reach. We blend people and platforms to deliver performance that scales - from outsourced contact centre services, to telecom solutions, to proprietary QA and agent management [URL Removed] portfolio includes:CoActivate BPO - customer engagement and sales, powered by real human [URL Removed] Connect & Jabba Mobile - telecom products and distribution that create access and economic [URL Removed] & AIMS - proprietary platforms that turn conversations and operations into intelligence, coaching, and [URL Removed] sets us apart? We don't just give data, we give answers. We don't just deploy people, we enable their performance. And we don't just meet targets, we drive meaningful impact for clients, customers, and communities.?? Real People. Real Results. Intelligently Driven.




- Website
- [URL Removed]

121 Talent

View agency profile

See all 121 Talent jobs

About the agency

Our services are indispensable to those organizations, large and small, who take employment, staff development and employee satisfaction seriously. We are passionate about providing opportunity and developing people to realize their full potential. All our services are underpinned by these values. We strive to place the right person in the right job and then, ensure their success through our long term relationship with our customers and the provision of aligned HR services and coaching initiatives. This service offering can only be achieved through close partnering with our customers, building intimate knowledge of their organizations culture and values.” SERVICES AVAILABLE HR Strategy Development HR Support & Transactional Services Talent Management Solutions Talent Acquisition Skills Development Performance Management Leadership Development & Coaching BENEFITS OF OUR SERVICE Clearly defined HR value proposition that drives employee motivation and performance and reduces attrition Effective and professional recruitment processes reducing the high costs of poor employee selection. Consistent and compliant people management processes, improving employee relations and eliminating IR risk. Improved employee engagement through enhanced EQ awareness and aligned skills programmes. High touch, one on one service customized to suit your organizations unique requirements. NOTE: To ensure an effective and seamless service, 121Talent works closely with a number of associates, specializing in organizational development, Industrial Psychology, skills development, leadership development, profiling and assessment. We have all worked together for a number of years and share a similar transformational leadership philosophy.

Receive a daily digest of all new jobs matching this job. Your information is safe with us and you can cancel any time.

Job expired on 2026/06/18

Email me jobs similar to: Senior Workforce Planner

Receive a daily digest of all new jobs matching this job: Senior IT Auditor. Your information is safe with us and you can cancel at any time.

Create alert
×

Update profile

Recruiters require your CV and profile for job applications and to search for suitable candidates.

It's been over a year. Please review your profile to ensure it's still up-to-date. You will have an opportunity to also upload a new CV.

Start