Specialist Workforce Planning at Absa · Johannesb…

Specialist Workforce Planning Location: Johannesburg Empowering Africa’s tomorrow, together…one story at a time. With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group. Job Summary To lead and optimise workforce planning activities across omni-channel customer operations by aligning capacity with demand trends and business cycles. The role provides specialist insight, forecasting accuracy, and scheduling expertise to ensure the right resources, with the right skills, are available at the right time to deliver consistent customer experience and operational efficiency. The Specialist Workforce Planner plays a critical role in translating business demand into workforce strategies, ensuring compliance with labour legislation, and driving productivity, cost optimisation, and continuous improvement across customer operations. Job Description Key Responsibilities Workforce Capacity Planning & Optimisation Analyse historical, real-time, and external data to produce accurate workload forecasts (short-, medium-, and long-term). Interpret demand drivers at granular levels (e.g., half-hour intervals) across voice and non-voice channels. Develop and maintain workforce models to determine headcount requirements and staffing strategies. Design and optimise schedules to ensure alignment with forecasted demand, SLA targets, and labour legislation. Monitor adherence, occupancy, productivity, and utilisation levels; recommend corrective actions. Identify opportunities to improve operational efficiency, workforce productivity, and labour cost management. Maintain detailed workforce data (skills, workloads, staffing profiles) to improve forecasting accuracy. Produce scenario planning for campaigns, projects, and business changes. Support workforce transformation initiatives through resource optimisation and technology enablement. Monitor data quality and implement governance practices to ensure integrity and reliability of workforce data. Resource Management & Workforce Strategy Provide input into workforce strategies, including location strategy, offshoring, and operating model design. Analyse skills supply vs demand and recommend resourcing actions (e.g., hiring, cross-skilling, redeployment). Manage workforce capacity across business units/projects to ensure optimal allocation of resources. Support recruitment demand planning, onboarding, and resource ramp-up aligned with operational needs. Track and manage resource utilisation, including non-productive time, overtime, and leave patterns. Contribute to workforce budgeting, cost control, and financial forecasting related to staffing. Ensure equitable workload distribution and continuous workforce balancing. Stakeholder Engagement & Performance Planning Partner with Contact Centre, Operations, HR, and Business Leaders to align workforce plans to business objectives. Provide data-driven insights and recommendations to support decision-making and performance improvements. Develop and contribute to Standard Operating Procedures (SOPs) and workforce planning frameworks. Communicate workforce plans, forecasts, and performance outcomes clearly through dashboards and reports. Drive performance management by analysing SLA adherence and colleague productivity metrics. Support change initiatives and transformation programmes impacting workforce operations. Take ownership of personal and team development, including continuous skills enhancement. Governance, Risk & Compliance Ensure compliance with labour legislation, organisational policies, and workforce governance standards. Adhere to risk management, fraud prevention, and access control policies. Maintain workforce planning audit trails, documentation, and reporting accuracy. Complete compliance training and ensure team adherence to regulatory standards. Support internal and external SLA measurement and reporting. Competencies Advanced analytical and statistical capability Workforce planning & scheduling expertise Data visualisation and reporting Strategic thinking and problem-solving Stakeholder management and communication Planning, organising, and execution Financial and commercial acumen Qualifications NQF level 7 degree in Management, Statistics or Computer Science or equivalent Experience 3 Years experience in workforce planning and execution within a multi-national corporate environment Experience with workforce management systems (e.g., NICE, Verint, Genesys, etc.) Exposure to 24/7 workforce environments Proficient in MS Office (Word, Excel, PowerPoint and Outlook) Data analytics or statistical modelling expertise Education Bachelor's Degree: Economics, Bachelor's Degree: Physical, Mathematical, Computer and Life Sciences Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank. Absa Bank Limited reserves the right not to make an appointment to the post as advertised