Manager Workforce Planning

The purpose of the Manager Workforce Planning role is to manage the scheduling and workforce planning processes for the Contact Centre of the Shoprite Group. This position is focused on implementing systems that enhance productivity and optimise workforce planning in both the short and long term. Key responsibilities include analysing resources, generating reports, and utilising data to inform capacity planning decisions. The Manager will also play a key role in conducting the time and motion studies and capacity optimisation efforts, while exploring innovative WFM processes and technologies to further improve productivity.

The Manager Workforce Planning liaises with business leaders to ensure a balance between workforce needs and customer service goals, ensuring that customer relations employees are engaged and positioned effectively to meet customer support demands. The position manages a team dedicated to supporting customer service operations and digital services. The role is critical to meeting service level agreements and operational requirements in line with the company’s growth strategy.