Job Description

Overall Purpose of the Role:

the business is a purpose-led business with a strong entrepreneurial identity and a high performance culture. As one of the fastest growing startup digital banks in the world, it is a fast moving environment comprised of multiple moving parts. The care and growth of its people are at the centre of the business. People that are successful and sustainably grow at the business are those with benevolent intent, high levels of emotional fortitude and a determination to shape the future. the business's five values are expressed as:

Compassion - "we care deeply and genuinely for our people" Customer Obsession - "without them there is no need for us" Empowerment - "we serve our customers through serving our people" Ownership - "this is our business, nobody else will make it great" Innovation - "to be great, we have to do things differently"
We are seeking a highly skilled and experienced Senior Workforce Management Planner with expertise in Genesys WFM to join our contact centre operations team. The successful candidate will be responsible for forecasting, capacity planning, scheduling, and real-time analysis to ensure optimal resource allocation and service level attainment across all customer channels. This role requires deep analytical expertise, operational understanding, and hands on experience with Genesys Cloud/Genesys Engage WFM tools.

Forecasting & Capacity Planning:

Analyze historical data and trends to produce short-term and long-term forecasts for multi-channel (voice, chat, email, etc.) contact volumes. Collaborate with business units and leadership to align forecasts with marketing, seasonal trends, and business initiatives. Create resource plans to meet forecasted demand while optimizing cost and efficiency.

Scheduling:

Design and maintain agent schedules across locations and time zones, ensuring optimal coverage and adherence to labour laws and agreements. Apply scheduling best practices within Genesys WFM (Cloud or Engage) to automate and enhance workforce deployment.

Real-Time Management (RTM) & Intraday Monitoring:

Monitor service levels and staffing in real-time; take proactive steps to adjust staffing or reforecast when necessary. Coordinate with operations to respond to unplanned events (e.g., system outages, high call volumes).

Reporting & Analytics:

Generate and distribute performance reports (e.g., adherence, occupancy, forecast accuracy, SLA attainment). Deliver actionable insights and recommendations to improve forecast accuracy and scheduling effectiveness.

System Optimization & Support:

Serve as a subject matter expert (SME) on Genesys WFM tools, driving enhancements and training initiatives. Work with IT and vendor teams to implement and optimize WFM system configurations and integrations.

Collaboration & Communication:

Partner with operations, HR, and training teams to align workforce plans with recruitment, training, and leave planning. Act as a mentor to junior WFM analysts and provide cross-functional support as needed.

Experience Required:

4-6+ years of experience in Workforce Management within a contact centre environment. 2+ years of hands-on experience with Genesys WFM (Cloud CX, Engage, or PureConnect).(Cloud experience versus on premise experience will be advantageous) T Strong knowledge of WFM processes including forecasting, scheduling, real-time adherence, and shrinkage management. Proven experience in WFM planning in omni-channel or multi-channel environments. Strong understanding of customer service metrics, tools, and technologies (Genesys Cloud experience will be advantageous).

Skills Required:

Proficiency in Genesys WFM platforms and reporting tools. Advanced Excel and data analysis skills. Experience multi-channel environments will be advantageous

Competencies Required:

Customer-Centric Mindset Digital Fluency Analytical thinking and problem-solving Attention to detail and accuracy Stakeholder communication Time management and prioritization Technical aptitude and systems thinking Flexibility and responsiveness in a dynamic environment

Qualification/s Required:

Matric A tertiary degree or Diploma will be advantageous Genesys WFM certification(s) Process or workflow improvement qualification will be advantageous

Principles and Attitude:

The incumbent must show a committed alignment to the Values and Guiding Principles of the companys culture, and his/her conduct must exemplify this:

To enable understanding in our staff and our customers about how money really works through transparency and simplicity Affordable mindset: When solving a process/problem - use a technology/automation mindset to ensure that we keep our Affordable promise to our clients Anti-Fragility: Talent must be fit for a demanding environment with World Class Standards Collaboration: Co-creation of processes that can be used multiple times Globally
Job Type: Full-time

Work Location: In person