Workforce Planning Manager Job at Collinson (Cape Town)

Job Description

The Workforce Planning Manager is responsible for forecasting resource requirements and developing strategic staffing plans to support customer-facing operations, with a particular focus on B2C Front Office environments. This includes ensuring the organisation can meet service demands efficiently while maintaining high levels of responsiveness and customer satisfaction. Using historical data, predictive modelling, and business insights, the manager anticipates demand across multiple channels and translates forecasts into actionable plans. They collaborate with departments such as Operations, HR, and Finance to align workforce strategies with broader business objectives and operational realities. A key aspect of the role is the ability to present complex planning outputs in a commercially relevant way. The manager must communicate the financial and operational impact of resource decisions to senior stakeholders, support strategic planning, and continuously improve forecasting models and processes to enhance agility, scalability, and cost-effectiveness.

Job Responsibility

Develop and maintain resource forecasting models to predict future call, claims, and resource requirements based on historical data and projected business product trends
Analyse insights and trends, business forecasts, and operational metrics to anticipate resource requirements
Collaborate with finance and operational teams to align resource forecasts with business plans
Apply forecasting techniques tailored to B2C Front Office environments, considering customer behaviour, seasonal trends, and campaign impacts
Present forecasting outputs in a commercially relevant format to support strategic planning and investment decisions
Create comprehensive resource plans to ensure the availability and efficient use of resources across the organisation (Short/Medium/Long Term)
Monitor and adjust resource plans to address changes in demand, project timelines, and business priorities
Coordinate with various operational departments and clients to ensure alignment of resource plans with overall business objectives and operational targets
Facilitate regular meetings with key stakeholders to review resource forecasts, address challenges, and update plans
Communicate resource plans and changes effectively to all relevant parties
Ensure resource plans support both operational efficiency and commercial viability in high-volume B2C environments
Gather and analyse data to provide insights into resource utilisation and identify opportunities for improvement
Develop and maintain dashboards and reports to track resource metrics and performance indicators
Present findings and recommendations to senior management to support strategic decision-making
Translate operational data into clear, commercially focused insights for non-technical stakeholders
Identify and implement process improvements to enhance the accuracy and efficiency of resource forecasting and planning
Utilise best practices, industry standards, and WFM technology to optimise resource management processes
Monitor the impact of changes and adjust as necessary to ensure continuous improvement
Assess potential risks related to resource availability and develop contingency plans to mitigate these risks
Ensure compliance with relevant regulations, standards, and internal policies regarding resource management
Conduct regular audits and reviews to maintain high standards of resource planning and utilisation

Requirements

Strong analytical and problem-solving skills
Proven experience in resource forecasting and planning within a B2C Front Office or contact centre environment
Strong understanding of customer demand dynamics and operational drivers in multi-channel service environments
Ability to interpret complex data and translate it into actionable plans and commercially sound recommendations
Skilled in presenting workforce strategies and performance insights to senior stakeholders, with a focus on financial impact and business alignment
Proficiency in workforce management and planning tools (e.g., NICE, Verint, IEX, Calabrio)
Excellent communication and stakeholder engagement skills across operational and commercial functions
Experience in scenario modelling, capacity planning, and continuous improvement of forecasting processes
Commercial acumen with the ability to link operational planning to financial outcomes and strategic goals
Flexibility to adapt to changing business needs and work across time zones or geographies as required
Adhere to relevant regulatory Conduct rules and the Firm’s code of conduct including but not limited to the Financial Conduct Authority and Central Bank of Ireland
Undertake all regulatory training as prescribed by the company and comply with all policies relevant to your role
Immediately report any known conflicts of interest in line with company policy
Satisfy on an ongoing basis the company’s fit and proper requirements which as a minimum shall take account of your: Honesty, integrity and reputation
Competence and capability
and Financial soundness
Carry out the role with honesty and integrity in the best interests of the Firm and its customers
Maintain a Duty of Responsibility for all activities managed within the role

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Workforce Planning Manager

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