210 Planning jobs in South Africa

Resource Planning Analyst The Resource Planning Analyst reports to the Workforce Manager. The Mukuru Contact Centre operates in a dynamic, fast-paced, multi-channel environment, supporting diverse products and customer bases across multiple geographies and languages. Service excellence is at the core of our customer promise, and the ability to match staffing with fluctuating demand is key to meeting our service levels and operational efficiency goals. The Resource Planning Analyst plays a central role within the Workforce Management team, providing the foundational planning and scheduling functions that support optimal staffing, adherence to SLAs, and operational agility. This role requires a blend of analytical capability, deep operational understanding, and the ability to collaborate across functions to ensure that the contact center remains well-resourced and responsive to business needs. Key Performance Areas & Role Objectives Forecasting & Planning Develop comprehensive long-term plans to meet organizational goals. Analyze data to inform and support strategic planning decisions. Optimize resource usage for improved efficiency and effectiveness. Forecast future needs and trends using market insights and data. Deliver reports and presentations for senior management. Collaborate across departments to align planning with strategic goals. Embrace automation and WFM technology to boost performance. Scheduling & Rostering Build and publish accurate and efficient agent schedules. Ensure adherence to SLAs, business rules, and shrinkage parameters. Forecast volumes and staffing needs; continuously refine for accuracy. Monitor schedule adherence and adjust to meet shifting demands. Coordinate closely with Operations Leads and Real-Time Analysts to ensure headcount coverage. Real-Time Monitoring Monitor all queues in real time to maintain service level targets. Ensure agents are performing within set benchmarks. React to fluctuations in performance to maintain optimal service delivery. Stakeholder Collaboration Act as a key communication point for workforce-related updates. Proactively inform teams of contact pattern shifts or volume surges. Work with support teams to adjust routing and workload distribution. Team Support & Assistance Provide backup and assistance to the Workforce Manager and team. Take on task ownership for analysis, reports, and project components. Offer insights to improve staffing efficiency and reduce overheads. Efficiency Reporting Compile insightful daily, weekly, and monthly reports. Monitor KPIs like shrinkage, adherence, and occupancy. Make informed recommendations to drive better planning outcomes. Professional Development Own your performance goals and tracking. Engage in regular performance and KPI review sessions. Stay up to date on product, service, and system changes. ESSENTIAL REQUIREMENTS Formal Education Grade 12 / Matric (Essential) Degree or Diploma in a related field (Desirable) Proven track record in Workforce Management methodologies 2 Years experience in Workforce Management Job Competencies Analytical thinking and strong problem-solving abilities Time management and organizational skills Cross-functional collaboration and communication Proactive, solutions-focused approach High level of integrity and discretion with sensitive data I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited” Maybe you are just the future Mukurian we need! Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like’ environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers. If you do not receive any response after two weeks, please consider your application unsuccessful. NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY’S DIVERSITY AND INCLUSION PLANS #J-18808-Ljbffr

A leading CX provider, unrivalled in developing and training its people to be the best they can be. This investment in people ensures longest staff retention possible enabling them to best serve client's customer service needs. This leaders main function is to manage a team of Planners and Resource schedulers. Reporting to the Finance Director this extremely varied role will be to support and develop your team, ensuring that business strategies and processes are aligned utilising best practice to provide accurate and commercially viable resource models. To identify key initiatives and process changes to continually improve the efficiency and performance of the function. Working with the Senior Operations Team and other Department heads you will be responsible for forecasting, planning and scheduling across both customer service and sales teams to ensure the delivery of service excellence across all channels. You will use short and long-term forecasting models, adherence and rostering patterns to support and review analysis trends. You will be required to use this information to recommend solutions to optimise effectiveness across all channels. Gathering robust data, you will take a proactive approach to identifying skills gaps and providing solutions. Working collaboratively with the Operational Teams you will ensure all Service Level KPIs and other key operational targets are achieved across the business. This roll will be accountable for the direction and development of the planning function, developing your own model for the planning department and recommending to the business the strategy for how this is taken forward to ensure that our approach is forward thinking and innovative delivering a first-class service to our clients and customers. Key stakeholder relationships in this role will be our Senior Operations Team in order to create an effective operational planning relationship and support Directors and Managers across the business with accurate information that to facilitate the correct decisions for our people and clients. Key Responsibilities Build and Lead a high performing planning team that delivers excellent outcomes for the business. Build strong planning to planning relationships with all clients. Develop resource forecasting models, ensuring that all resource planning forecasts, scenario's and recommendations are based on sound commercial basis, ensuring resources are utilised effectively Analyse future demand and supply forecasts for all clients liaising with relevant departments to ensure that we have enough resource to achieve SLAs Work collaboratively with the Operational Management Teams to plan the daily workflow to ensure all operational SLAs are achieved Managing holidays and shrinkage in line with forecasts. Working with the Operational Management Team to authorise offline activity Making appropriate plans for expected changes in profile and workloads. Investigating potential scenarios and finding solutions to challenges Offer daily operational support across all channels, drive operational excellence and efficiency improvements Work with the Senior Operational Team to shape, define and deliver customer service KPIs around productivity and proactively report and review performance Work with the Senior Operational Team to identify operational, financial and process efficiency's. Produce FTE modelling solutions to drive the most cost effective and efficient solutions for the business Seek opportunities to improve MI, technologies, workforce management tools and roster management Continually monitor and propose effective shift patterns to match business requirements, optimising the performance of all Operational Teams and maximising agent satisfaction by providing flexible options Monitoring and reporting on forecast accuracy, trends and utilisation Provide information, analysis and advice on headcount and pipeline Providing daily, weekly and monthly reports to the Leadership Team as required Ad-hoc duties and projects as required Key Requirements Professional Experience : Essential- 3+ year minimum experience in managing a team Proven experience in a Resource & Planning environment Desired- Professional qualification in Resource Planning Previous experience of being in a similar role (essential) Previous experience of forecasting for a multi-channel customer service function, forecasting demand for voice, email, chat and back office tasks (essential) BPO experience ( preferred but not essential) Experience of forecasting and scheduling for complex operations Proven experience of designing and implementing contact centre resource models, impact assessments and scenarios to influence and communicate Advanced use of MS Office suite packages (particularly Microsoft excel) Self-motivated and performance driven with the ability to manage and prioritise a heavy workload Excellent communication, ability to work well with a wide range of people Experience with workforce management system IEX Totalview (NICE) experience preferred but not essential Ability to develop resourcing strategies used to deliver client requirements Previous experience of working in a fast paced, cross-functional group Ability to challenge and question trends to address issues and identify opportunities for financial growth A high level of accuracy and attention to detail Strong analytical, communication, management and organisational skills Awareness of commercial models employed within the accounts and the impacts of their teams decisions on financial performance. Judgement & Decision Making Ability to make key decisions that impact resource Ability to problem solve and come up with solutions Ability to identify when and how to escalate Understand when and who should be challenged when there are issues Must be able to intuitively execute resource planning strategies #J-18808-Ljbffr

JOB PURPOSE

Strategic and Tactical role in the Digital Technology organisation and is accountable for the design and communication of high- level structures to enable and guide the design and development of integrated ERP solutions that meet current and future business needs. In addition to technology components, ERP architecture encompasses changes to service components and process. The provision of comprehensive guidance on the development of, and modifications to, ERP solution components to ensure that they take account of relevant architectures, strategies, policies, standards and practices (including quality and security) and that existing and planned solution components remain compatible.

KEY PERFORMANCE AREAS

• Leads the development of organisational systems integration and build capabilities for ERP, Extended functionaliaty and integrated systems
• Develops organisational policies, standards, and guidelines for systems integration and build.
• Provides resources to ensure systems integration and build can operate effectively and ensures adoption and adherence to policies and standards.
• Leads the development of architectures for complex solutions ensuring consistency with agreed requirements.
• Develops organisational capabilities, processes and procedures for automation and continuous integration of build, packaging, testing, security and deployment
• Ensure security and privacy requirements are an essential part of systems integration and build
• Test, validate and sign off of integration and build to satisfy requirements, architectures and design
• Keep stakeholders informed and providing feedback into risk management processes
• Establishes policies, principles and practices for the selection of ERP and related solution architecture components.
• Manages trade-offs and balances functional, service quality and systems management requirements within a significant area of the organisation.
• Communicates proposed decisions to stakeholders.
• Coordinates and manages the target architecture across multiple projects or initiatives.
• Maintains a stable, viable architecture and ensures consistency of design and adherence to appropriate standards across multiple projects or initiatives.
• Define the planned operation and maintenance of the solution within a production environment — include changes to services, process, organisation, and operating models as well as technology.
li>Ensure that existing and planned solution components are compatible with relevant architectures, strategies, policies, standards and practices
• Develops roadmaps and manage and communicate the implementation thereof
• Act as Platform Owner and Solution Architect for various ERP solutions and solution components.
• Provides guidance and risk-based governance to support solution implementation including managing requests for changes and deviations from specifications.
• Leads the creation and review of a systems capability strategy that meets the strategic requirements of the business.
• Works with key stakeholders and roles in interpreting business goals and drivers
• Ensures the buy-in of all key stakeholders.
• Captures and prioritises market and environmental trends, business strategies and objectives, and identifies the business benefits of alternative strategies.
• Develops and presents business cases for approval, funding and prioritisation of high-level initiatives.
• Contributes to creating and reviewing a systems capability strategy which meets the business's strategic requirements.
• Determines requirements and specifies effective business processes, through improvements in technology, information or data practices, organisation, roles, procedures and equipment.

Education :

• Matric / Grade 12
• B.Com / BSc Computer Science degree or equivalent work experience

Experience :

• 10+ years’ experience of managing relationships with internal business customers
• Exper ence and sound knowledge of business processes, quality management and enterprise solution design practices and improvement practices
• 10+ years’ experience managing customer relationships in an operational and global services and automation in a large complex/matrix global organisation
• 10+ years’ expe ience leading and influencing customers and matching needs to solutions
• Adv nced experience in SAP, SuccessFactors, BTP and other extended ERP solutions 
• Experience with applications that integrates with ERP e.g. Tax solutions and Integrated Business Planning

Certifications: 

• Current industry certification in architecture (i.e., TOGAF, GxP, ISO 9000)
• Business Process Management Methodology (i.e., BPM, SDLC, ITIL, DevOps, Agile, COBIT)

Skills and Attributes:

• Innovation
• Visioning
• Strategic planning
• Global thinking
• Entrepreneurial thinking
• Teamwork
• Initiative
• Results oriented
• Systems thinking
• Focused
• Problem-solving and good judgment
• Responsibility and accountability
• Cooperation
• Proactive
• Resilience
• Active listening skills
• Presentation skills
• Meeting facilitation
• Organisational awareness
• Influence skills
• Pragmatic
• Empathy

Aspen Competencies:

Business:

• Accountability/ Ownership

People:

• Communicate Effectively

Self:

• Take Action with Integrity

Aspen is committed to the principles of equal employment opportunity. Preference will be given to applicants from designated groups through a fair recruitment and selection process in line with Aspen’s Transformation Agenda.

p>Internal Applicants must inform their direct line managers of their application. Applications must be completed using an Aspen email address.

If you have not heard from the HC department within 30 days of this advert closing, please consider your application unsuccessful.

Director, Master Planning, Project Management Office

Join to apply for the Director, Master Planning, Project Management Office role at NTT DATA, Inc.

Director, Master Planning, Project Management Office

Join to apply for the Director, Master Planning, Project Management Office role at NTT DATA, Inc.

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Additional Career Level Description:

Knowledge and application:

• Uses extensive knowledge across functional areas to direct the application of existing policies and principles and guide the development of new policies and ideas across the function.
• Leads, integrates and directs work applying substantial practical expertise across function disciplines.
  
  

Problem solving:

• Solutions are devised based on limited information and issues that are occasionally complex and fundamental principles and data may be in conflict.
• New concepts and solutions consider multiple perspectives and future implications.
  
  

Interaction:

• Interacts with senior management, executives, and/or major customers which frequently involves negotiating matters of significance to the organization.
• Reconciles multiple stakeholder views to drive business results.
  
  

Impact:

• Works with senior management to establish strategic plans and translates business segment strategy into functional plans and guides execution.
• Erroneous decisions will have a critical long term (typically up to five years) impact on the overall success of function or multi departments.
  
  

Accountability:

• Accountable for results which impact function or multiple departments including budgets.
• Direct management of a team of professional managers and experienced individual contributors.
  
  

Workplace type:

Hybrid Working

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

Seniority level

• Seniority level Director

Employment type

• Employment type Full-time

Job function

• Job function Business Development and Sales
• Industries IT Services and IT Consulting

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Director, Master Planning, Project Management Office page is loadedDirector, Master Planning, Project Management Office Apply remote type Hybrid Working locations Johannesburg, South Africa time type Full time posted on Posted 30+ Days Ago job requisition id R-129877

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Additional Career Level Description:

Knowledge and application:

• Uses extensive knowledge across functional areas to direct the application of existing policies and principles and guide the development of new policies and ideas across the function.
• Leads, integrates and directs work applying substantial practical expertise across function disciplines.

Problem solving:

• Solutions are devised based on limited information and issues that are occasionally complex and fundamental principles and data may be in conflict.
• New concepts and solutions consider multiple perspectives and future implications.

Interaction:

• Interacts with senior management, executives, and/or major customers which frequently involves negotiating matters of significance to the organization.
• Reconciles multiple stakeholder views to drive business results.

Impact:

• Works with senior management to establish strategic plans and translates business segment strategy into functional plans and guides execution.
• Erroneous decisions will have a critical long term (typically up to five years) impact on the overall success of function or multi departments.

Accountability:

• Accountable for results which impact function or multiple departments including budgets.
• Direct management of a team of professional managers and experienced individual contributors.

Workplace type :

Hybrid Working

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

About Us

Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society?

Join our growing global NTT family and you’ll be part of the world’s largest ICT company (by revenue). We’ve combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future.

We employ 40,000 people across 57 countries. By bringing together the world’s best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it’s key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future.

You’ll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success!

#J-18808-Ljbffr

**Make an impact with NTT DATA**
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.
**Additional Career Level Description:**
**Knowledge and application:**
+ Uses extensive knowledge across functional areas to direct the application of existing policies and principles and guide the development of new policies and ideas across the function.
+ Leads, integrates and directs work applying substantial practical expertise across function disciplines.
**Problem solving:**
+ Solutions are devised based on limited information and issues that are occasionally complex and fundamental principles and data may be in conflict.
+ New concepts and solutions consider multiple perspectives and future implications.
**Interaction:**
+ Interacts with senior management, executives, and/or major customers which frequently involves negotiating matters of significance to the organization.
+ Reconciles multiple stakeholder views to drive business results.
**Impact:**
+ Works with senior management to establish strategic plans and translates business segment strategy into functional plans and guides execution.
+ Erroneous decisions will have a critical long term (typically up to five years) impact on the overall success of function or multi departments.
**Accountability:**
+ Accountable for results which impact function or multiple departments including budgets.
+ Direct management of a team of professional managers and experienced individual contributors.
**Workplace type** **:**
Hybrid Working
**About NTT DATA**
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.
**Equal Opportunity Employer**
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

Director, Master Planning, Project Management Office page is loadedDirector, Master Planning, Project Management Office Apply remote type Hybrid Working locations Johannesburg, South Africa time type Full time posted on Posted 30+ Days Ago job requisition id R-129877Make an impact with NTT DATA Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive. Additional Career Level Description: Knowledge and application: Uses extensive knowledge across functional areas to direct the application of existing policies and principles and guide the development of new policies and ideas across the function. Leads, integrates and directs work applying substantial practical expertise across function disciplines. Problem solving: Solutions are devised based on limited information and issues that are occasionally complex and fundamental principles and data may be in conflict. New concepts and solutions consider multiple perspectives and future implications. Interaction: Interacts with senior management, executives, and/or major customers which frequently involves negotiating matters of significance to the organization. Reconciles multiple stakeholder views to drive business results. Impact: Works with senior management to establish strategic plans and translates business segment strategy into functional plans and guides execution. Erroneous decisions will have a critical long term (typically up to five years) impact on the overall success of function or multi departments. Accountability: Accountable for results which impact function or multiple departments including budgets. Direct management of a team of professional managers and experienced individual contributors. Workplace type : Hybrid WorkingAbout NTT DATA NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo. Equal Opportunity Employer NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today. About Us Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society? Join our growing global NTT family and you’ll be part of the world’s largest ICT company (by revenue). We’ve combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future. We employ 40,000 people across 57 countries. By bringing together the world’s best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it’s key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future. You’ll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success! #J-18808-Ljbffr

Planning Analyst

The Planning Analyst reports to the Workforce Manager. The Mukuru Contact Centre operates in a dynamic, fast-paced, multi-channel environment, supporting diverse products and customer bases across multiple geographies and languages. Service excellence is at the core of our customer promise, and the ability to match staffing with fluctuating demand is key to meeting our service levels and operational efficiency goals.

The Planning Analyst plays a central role within the Workforce Management team, providing the foundational planning and scheduling functions that support optimal staffing, adherence to SLAs, and operational agility. This role requires a blend of analytical capability, deep operational understanding, and the ability to collaborate across functions to ensure that the contact center remains well-resourced and responsive to business needs.

Key Performance Areas & Role Objectives Forecasting & Planning

• Develop comprehensive long-term plans to meet organizational goals.

• Analyze data to inform and support strategic planning decisions.

• Optimize resource usage for improved efficiency and effectiveness.

• Forecast future needs and trends using market insights and data.

• Deliver reports and presentations for senior management.

• Collaborate across departments to align planning with strategic goals.

• Embrace automation and WFM technology to boost performance.

Scheduling & Rostering

• Build and publish accurate and efficient agent schedules.

• Ensure adherence to SLAs, business rules, and shrinkage parameters.

• Forecast volumes and staffing needs; continuously refine for accuracy.

• Monitor schedule adherence and adjust to meet shifting demands.

• Coordinate closely with Operations Leads and Real-Time Analysts to ensure headcount coverage.

Real-Time Monitoring

• Monitor all queues in real time to maintain service level targets.

• Ensure agents are performing within set benchmarks.

• React to fluctuations in performance to maintain optimal service delivery.

Stakeholder Collaboration

• Act as a key communication point for workforce-related updates.

• Proactively inform teams of contact pattern shifts or volume surges.

• Work with support teams to adjust routing and workload distribution.

Team Support & Assistance

• Provide backup and assistance to the Workforce Manager and team.

• Take on task ownership for analysis, reports, and project components.

• Offer insights to improve staffing efficiency and reduce overheads.

Efficiency Reporting

• Compile insightful daily, weekly, and monthly reports.

• Monitor KPIs like shrinkage, adherence, and occupancy.

• Make informed recommendations to drive better planning outcomes.

Professional Development

• Own your performance goals and tracking.

• Engage in regular performance and KPI review sessions.

• Stay up to date on product, service, and system changes.

ESSENTIAL REQUIREMENTS Formal Education

• Grade 12 / Matric (Essential)

• Degree or Diploma in a related field (Desirable)

• Proven track record in Workforce Management methodologies

Job Competencies

• Analytical thinking and strong problem-solving abilities

• Time management and organizational skills

• Cross-functional collaboration and communication

• Proactive, solutions-focused approach

• High level of integrity and discretion with sensitive data

I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited” Maybe you are just the future Mukurian we need!

Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like’ environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers.

If you do not receive any response after two weeks, please consider your application unsuccessful.

NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY’S DIVERSITY AND INCLUSION PLANS

#J-18808-Ljbffr

Job category: FMCG, Retail, Wholesale and Supply Chain

Location: Cape Town

Contract: Permanent

Remuneration: market related

EE position: Yes

About our company

Clicks Group

Introduction

Clicks is on the hunt for a Planning Analyst that forms part of the Category Planning team. The purpose is to translate the business financial plans into category specific sales, margin and inventory budgets and to support the category teams to achieve the customer and product vision through viable business category plans.

Job Objectives

• In collaboration with the Category Buyer, build a strategic plan for Category incorporating an understanding of customer needs and wants, trends, competitive environment and market share
• To develop the annual merchandise financial plan by department for sales, stocks, margins, GP and markdowns taking into account key and relevant financial metrics and inputs
• To partner and support relevant key stakeholders on the development of pre-season sales, markdown, margin, receipt and inventory targets aligned to the strategic business goals whilst ensuring assortments that balance range and space requirements for all stores
• To develop and monitor projections, inventory flow, and seasonal sell-off plans as well as validate monthly forecast for open-to-buy management
• To analyze and reflect current trends in performance of strategy based on actual sales performance; revise in-season plans for sales and profitability
• To prepare and continuously monitor financial budgets and forecasts for the departments by store / channel by product lifecycle and to re-forecast the merchandise financial plans in line with current performance (monthly and weekly), new initiatives or significant deviations, at the appropriate level & review with relevant key stakeholders in order to maximize sales, margin and inventory productivity
• To provide other analysis related to driving business goals (e.g. range hindsight, price curves, cross-selling, etc.)
• Adapt new planning processes and systems (Enterprise, Assortment Planning) and consistently utilize new methodology to achieve “best in practice” discipline
• Support the analysis on slow or poor performing products to optimize the OTB and category Stock Turn
• To contribute analysis in the S&OP meeting on the impact of forecast changes to budget plans

Job Related Knowledge

• Deep understanding of the consistent management and planning of the supplier base performance metrics, promotional planning cycle, product lifecycle, supply chain optimization for their products, business analysis and reporting
• Understanding of customer needs and wants, trends, competitive environment and market share
• Financial planning models and methodologies
• FMCG, Supply Chain and Logistics

Job Related Skills

• Excellent interpersonal and communication skills, to build relationships and drive consensus and collaboration across functional groups
• Business math acumen and analysis to comprehend financial information and reporting to make business decisions
• Forecasting financial trends up to 3 years
• Ability to forecast consumer trends and buying habits 9 – 24 months in the future
• Presentation skills with focus being on oral and written communication skills
• Proficiency on MS Office Excel, Word, Outlook and Power Point
• Complex Problem solving
• Report Writing
• Retail mathematical calculations (e.g. variance to last year, percent of total, turn, Open-to-Buy and sales per square foot)
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Job Experience

• Ideal min 5-7 years of experience in: retail merchandise planning, demand forecasting; inventory management, allocation or replenishment; financial planning or financial analysis experience
• Strong problem-solving and analytical skills; strong aptitude with numbers; retail math skills, understanding of forecasting methodology
• Ability to make decisions with limited information but also able to synthesize large quantities of data to drive business decisions
• Previous experience in enterprise planning or similar planning systems advantageous
• Experience in retail replenishment and allocation; retail sales, category planning or merchandising experience desirable

Education

• B Comm Finance or relevant B Comm Degree
• Leading and Deciding
• Interaction and Presenting
• Analysing and Interpreting
• Planning and Organising
• Delivering results and meeting customer's expectations
• Adapting and Coping

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